Microsoft Dynamics 365 CRM & AI Solutions Architect

We are looking for an experienced Microsoft Dynamics 365 CRM & AI Solutions Architect to lead the design and delivery of enterprise-grade CRM solutions, combining Microsoft Dynamics 365, Power Platform, Azure technologies, and emerging AI capabilities.

In this role, you will define end-to-end technical architectures, guide development teams, and translate complex business requirements into scalable, secure, and maintainable solutions. A key focus will be the integration of intelligent automation and agentic AI into CRM environments to enhance customer engagement, streamline operations, and deliver measurable business value., * Design and oversee end-to-end architectures for Microsoft Dynamics 365 Customer Engagement and Power Platform solutions.

• Translate business objectives and functional requirements into robust technical designs aligned with enterprise architecture standards.
• Provide architectural guidance to developers and technical consultants, reviewing solution designs, customisations, integrations, and code quality.
• Lead the design of integrations between Dynamics 365 and external enterprise applications using Azure services, APIs, and middleware technologies.
• Establish development standards, architecture governance, security practices, and application lifecycle management processes.
• Oversee data migration, performance optimisation, environment management, and deployment strategies.
• Identify architectural risks and dependencies, define mitigation plans, and support successful delivery across the project lifecycle.
• Coach technical teams and promote best practices across Dynamics 365, Power Platform, cloud integration, and AI-enabled solutions., * Lead the implementation and customisation of Microsoft Dynamics 365 Customer Engagement solutions.
• Design solutions using Microsoft Dataverse, Power Apps, Power Automate, and Power BI.
• Work across relevant CRM capabilities, including Sales, Customer Service, case management, and marketing-related processes.
• Define appropriate approaches for extending the platform through plugins, custom workflows, custom APIs, and client-side scripting.
• Ensure solutions are scalable, maintainable, secure, and aligned with Microsoft’s recommended architecture patterns.
• Drive effective use of solution management, source control, automated testing, and CI/CD pipelines using Azure DevOps., * Define the architecture and implementation strategy for AI-powered CRM and business process solutions.
• Design and implement intelligent agents using Microsoft Copilot Studio, Dynamics 365 Copilot capabilities, and Azure AI technologies.
• Develop agentic AI architectures incorporating autonomous and multi-agent patterns, orchestration, tool integration, and human oversight.
• Identify opportunities to embed AI into customer service, sales, knowledge management, and operational workflows.
• Lead proof-of-concept initiatives and guide the transition of successful AI solutions into secure, production-ready enterprise deployments.
• Establish governance frameworks covering AI security, responsible AI, monitoring, lifecycle management, and operational controls.
• Support development teams in prompt engineering, agent design, and the adoption of emerging AI capabilities.
• Define and measure business outcomes such as reduced manual effort, faster case resolution, improved customer experience, and increased productivity., * Design AI-enabled CRM capabilities such as case summarisation, intelligent lead qualification, sentiment analysis, knowledge discovery, and next-best-action recommendations.
• Apply large language models (LLMs), prompt engineering, function calling, and context management to enterprise use cases.
• Architect knowledge-grounding solutions using Retrieval-Augmented Generation (RAG), Azure AI Search, semantic search, and vector-based retrieval.
• Integrate AI agents and CRM processes with enterprise data sources, APIs, and business applications.
• Design automation and integration patterns using Azure Functions, Logic Apps, Service Bus, custom connectors, and Power Automate.
• Ensure AI-generated outputs and automated actions are appropriately governed, monitored, and aligned with business requirements.

The ideal candidate will bring a strong combination of technical architecture, functional CRM knowledge, integration expertise, and practical experience with Microsoft’s AI ecosystem., * Strong hands-on experience with Microsoft Dynamics 365 Customer Engagement (CRM).

• Extensive knowledge of Microsoft Dataverse and the Power Platform ecosystem.
• Proficiency in C#, .NET Framework/.NET Core, JavaScript, and TypeScript.
• Experience developing and extending plugins, custom workflows, custom APIs, and other Dynamics 365 components.
• Solid understanding of CRM functional processes, particularly Sales, Customer Service, case management, and marketing-related capabilities.
• Experience with solution management, application lifecycle management (ALM), and CI/CD pipelines using Azure DevOps.

Cloud, Integration & Data

• Experience designing enterprise integrations using Azure Integration Services.
• Strong understanding of REST APIs, web services, and Dataverse APIs.
• Practical knowledge of Azure Functions, Logic Apps, Service Bus, and custom connectors.
• Experience with enterprise data integration, migration, security, and performance optimisation.

AI & Microsoft Copilot

• Knowledge of the Microsoft AI ecosystem, including Dynamics 365 Copilot, Microsoft 365 Copilot, Copilot Studio, Azure OpenAI, Azure AI Foundry, AI Builder, and Power Platform Copilot capabilities.
• Experience designing AI agents, agent orchestration patterns, and human-in-the-loop workflows.
• Understanding of LLMs, prompt engineering, function calling, tool integration, and context management.
• Experience implementing AI-driven CRM capabilities and intelligent business process automation.
• Knowledge of RAG, Azure AI Search, vector search, semantic search, and enterprise knowledge grounding.
• Understanding of AI governance, responsible AI principles, security, monitoring, and agent lifecycle management.

Leadership & Professional Skills

• Strong architectural leadership and the ability to guide multidisciplinary technical teams.
• Excellent analytical, problem-solving, and strategic decision-making skills.
• Ability to communicate complex technical concepts clearly to business stakeholders and senior management.
• Experience collaborating across business, functional, and technical teams.
• A proactive approach to innovation, continuous improvement, and emerging technologies.
• Strong ownership of architecture quality, delivery standards, governance, and technical outcomes.

What Success Looks Like

• Delivery of scalable, secure, and maintainable Dynamics 365 CRM architectures.
• Successful integration of AI agents and intelligent automation into business-critical workflows.
• Improved operational efficiency and customer experience through practical AI adoption.
• Consistent application of architecture standards, development best practices, and governance controls.
• Effective technical leadership that enables teams to deliver high-quality solutions and measurable business results.