Dynamics 365 CRM Solution Architect

The programme covers customer and case management, omnichannel interactions, AI and insights, customer portals, identity and verification, secure digital exchange, fraud prevention, and data integration.

• Own the target-state Dynamics 365 solution architecture across customer records, case management, omnichannel engagement, customer service, portals, AI, insights, and reporting.
• Define the D365 and Power Platform architecture, including Dataverse data model, security model, solution design, environment strategy, ALM, and extensibility approach.
• Design integration architecture between Dynamics 365 and enterprise services, including identity and verification, CCaaS/contact centre, secure digital exchange, document storage, fraud, and enterprise data platforms.
• Define API, event-driven, messaging, data-sharing, and integration patterns suitable for high-volume, secure customer-facing services.
• Lead architecture governance, technical design authority, design reviews, and resolution of cross-domain design issues.
• Produce architecture artefacts including solution outlines, target architecture, integration patterns, data flows, non-functional requirements, and architecture decision records.
• Work with product, delivery, security, data, service design, infrastructure, and supplier teams to translate business outcomes into a deliverable technical solution.
• Assess D365, Power Platform, Azure, and third-party capabilities against programme requirements, including AI, insights, portals, knowledge management, and customer communications.
• Ensure the solution meets expectations for security, resilience, accessibility, interoperability, data protection, and value for money.
• Support procurement, technical due diligence, supplier onboarding, delivery assurance, and transition activities.

• Proven experience as a Dynamics 365 solution architect or lead architect on large enterprise CRM, customer service, case-management, or citizen-service programmes.
• Deep knowledge of Dynamics 365 Customer Engagement, Customer Service, Dataverse, Power Platform, Power Apps, Power Automate, Power Pages, and D365 extensibility patterns.
• Strong architecture experience across Azure, APIs, integration middleware, identity, data, cloud, and customer-channel services.
• Experience designing integrations with contact centre/CCaaS, identity and verification, document exchange, fraud, or enterprise data services.
• Strong knowledge of D365 security architecture, IAM, OAuth/OIDC, API security, data protection, resilience, and cloud-native design.
• Experience defining scalable integration, event-driven, and data-sharing patterns for high-volume platforms.

• Ability to lead technical decision-making and produce clear architecture documentation for multidisciplinary teams.

• Microsoft certifications such as Dynamics 365 Solutions Architect Expert, Power Platform Solutions Architect Expert, Azure Solutions Architect Expert, or equivalent.
• Experience with Dynamics 365 Customer Insights, Copilot Studio, Azure OpenAI, Azure AI Search, Azure Integration Services, Azure API Management, and Azure data services.
• Experience in central government, tax, welfare, healthcare, banking, or other regulated sectors.
• Knowledge of government architecture, security, accessibility, and technology standards.
• Experience supporting major procurement, supplier evaluation, technical due diligence, or system-integrator onboarding.