Microsoft Dynamics 365 Customer Service Solution Architect - Remote.
Job Title: Microsoft Dynamics 365 Customer Service Solution Architect Experience: 10+ years Employment Type: Full-time / Contract Work Location: Remote Job Summary We are seeking an experienced Microsoft Dynamics 365 Customer Service Solution Architect to lead the architecture, design, and implementation of enterprise customer service and case-management solutions. The ideal candidate will have proven end-to-end implementation experience with Dynamics 365 Customer Service, including advanced case routing, SLA management, workflow automation, and enterprise integrations. Experience integrating Five9 contact center solutions with Dynamics 365 is highly desirable. This role requires a hands-on technical architect who can translate business requirements into scalable technical solutions, lead architecture reviews, guide development teams, and ensure seamless integration between Dynamics 365 and backend enterprise services.
Key Responsibilities
Lead the end-to-end architecture, design, and implementation of Microsoft Dynamics 365 Customer Service solutions. Design and configure case-management capabilities, including case lifecycle management, queues, assignment rules, escalation processes, and approval workflows. Implement and optimize Unified Routing, Business Process Flows (BPFs), Service Level Agreements (SLAs), and workflow automation. Design and implement solutions using Microsoft Dataverse, Power Platform, Power Automate, and related Microsoft technologies. Architect integrations between Dynamics 365 and Five9, including Computer Telephony Integration (CTI), screen-pop functionality, interaction logging, and automated case creation. Design enterprise integrations using REST APIs, Azure services, and secure integration patterns. Collaborate with backend development teams to integrate transaction, account, payment, and collections services. Lead technical design sessions, architecture reviews, solution documentation, and development team guidance. Ensure solutions meet enterprise requirements for scalability, security, performance, maintainability, and data integrity. Work closely with business stakeholders, product owners, business analysts, and engineering teams to translate functional requirements into technical designs. Troubleshoot complex application and integration issues and provide technical direction throughout implementation and deployment. Required Qualifications 10+ years of experience in CRM, enterprise application architecture, or related technology roles. Strong hands-on experience architecting and implementing Microsoft Dynamics 365 Customer Service solutions. Proven experience delivering at least one end-to-end Dynamics 365 implementation, from requirements and solution design through development, testing, deployment, and production support. Strong expertise in Microsoft Dataverse and Power Platform. Practical experience with: Unified Routing and queue management Business Process Flows SLA configuration, tracking, and escalation Case management and case lifecycle automation Configurable workflows and approval hierarchies Experience designing and implementing integrations using REST APIs and Azure services. Strong understanding of enterprise integration architecture, security, data flows, and system dependencies. Ability to lead technical discussions, architecture reviews, and cross-functional development teams. Excellent communication, analytical, and problem-solving skills.
Preferred Qualifications
Hands-on experience integrating Five9 with Dynamics 365 Customer Service. Experience with CTI integration, screen-pop, call and interaction logging, and automated case creation. Experience in contact center modernization or customer service transformation initiatives. Familiarity with backend systems supporting transactions, customer accounts, payments, and collections. Experience with Azure integration services, API management, and event-driven integration patterns. Microsoft certifications related to Dynamics 365, Power Platform, or solution architecture. Key Technical Skills Microsoft Dynamics 365 Customer Service Microsoft Dataverse Microsoft Power Platform and Power Automate Unified Routing and queue management Business Process Flows and SLA management Case management and workflow automation Five9–Dynamics 365 integration / CTI REST APIs and Azure services Enterprise application integration Technical architecture and solution design What Success Looks Like Delivering a scalable, end-to-end Dynamics 365 Customer Service solution. Implementing efficient case routing, SLA tracking, escalation, and approval processes. Enabling seamless integration between Five9 and Dynamics 365. Providing clear technical direction to developers and integration teams. Ensuring reliable connectivity between Dynamics 365 and enterprise backend services.