Senior Dynamics 365 Customer Service Omnichannel & Copilot Studio Architect – Enterprise CRM Solutions Lead – Driving Next‑Generation Customer Experience Platforms at brighthush

Welcome to brighthush – The Future of Customer Experience

At brighthush, we’re more than a technology partner – we’re a catalyst for transformation. Our mission is to empower organizations of every size to turn every customer interaction into a seamless, data‑driven journey. From Fortune 500 enterprises to nimble startups, we help our clients harness the power of Dynamics 365, the Power Platform, and the groundbreaking Copilot Studio to deliver personalized, proactive service at scale. By blending AI, omnichannel engagement, and real‑time analytics, we turn routine conversations into memorable brand moments.

Why the CX Landscape Matters

The customer experience (CX) market is evolving faster than ever. AI is reshaping how businesses interact with customers, while omnichannel engagement and real‑time analytics demand solutions that are both scalable and future‑proof. Dynamics 365 Customer Service, coupled with Copilot Studio’s AI capabilities, is at the forefront of this revolution, enabling organizations to automate routine tasks, surface actionable insights, and create frictionless journeys across every touchpoint.

About the Role – A Game‑Changer for CX

As the Senior Dynamics 365 Customer Service Omnichannel & Copilot Studio Architect, you will be the linchpin that turns strategic vision into operational reality. Your architectural decisions will shape how our clients interact with their customers, directly influencing key metrics such as first‑response time, agent productivity, and overall satisfaction scores. You will collaborate with product owners, business analysts, and senior stakeholders to translate complex business requirements into elegant, scalable solutions.

Key Responsibilities

• Design and Build Omnichannel Experiences: Lead the end‑to‑end design of omnichannel solutions using Dynamics 365 Customer Service, Copilot Studio, and the Power Platform. Configure queues, workstreams, routing logic, agent workspaces, and case‑management functionalities to meet evolving business needs.
• Champion Copilot Studio Adoption: Drive the integration of Copilot Studio to embed AI‑powered insights and automation into customer service workflows. Translate business goals into Copilot solutions that enhance agent efficiency and customer satisfaction.
• Custom Development & Integration: Build custom components, plugins, and integrations with Power Apps, Power Automate, and Dataverse. Develop and consume REST APIs, and integrate with external systems such as ERP, marketing automation, and third‑party analytics platforms.
• Configuration & Customization: Leverage Dynamics 365 configuration tools to tailor the platform—business rules, workflows, security roles, and access models—to align with organizational policies and compliance standards.
• Solution Lifecycle Management: Own the full solution lifecycle across multiple Power Platform environments. Use Azure DevOps for source control, CI/CD pipelines, and release management to ensure smooth, repeatable deployments.
• Testing & Quality Assurance: Write unit tests, perform integration testing, and conduct user acceptance testing. Debug and resolve application and integration defects promptly, ensuring high quality and reliability.
• Stakeholder Collaboration: Partner with product owners, business analysts, and customer service teams to gather requirements, provide technical guidance, and translate business needs into functional solutions. Facilitate workshops, design reviews, and solution demos.
• Continuous Improvement: Stay current with the latest Dynamics 365, Power Platform, and Copilot Studio releases. Evaluate new features and recommend enhancements to improve system performance and user experience.
• Documentation & Knowledge Transfer: Produce clear, comprehensive documentation for configurations, custom code, and integration points. Conduct knowledge transfer sessions for support teams and end users.

Essential Qualifications

• 5+ years of hands‑on experience developing with Dynamics 365, the Power Platform, or enterprise CRM solutions.
• Deep expertise in Dynamics 365 Customer Service, including configuration, customization, and deployment.
• Proven track record implementing or supporting Dynamics 365 Contact Center / Omnichannel for Customer Service.
• Strong experience with Copilot Studio—designing, building, and deploying Copilot solutions.
• Advanced knowledge of Dataverse, Power Automate, Power Apps, and Dynamics 365 configuration.
• Hands‑on experience with business rules, workflows, security roles, and access models.
• Experience configuring queues, workstreams, routing, agent workspaces, and case‑management functionality.
• Proficiency in developing and consuming REST APIs and integrating with enterprise systems.
• Solid understanding of solution lifecycle management and deployment across multiple Power Platform environments.
• Working knowledge of Azure DevOps—repositories, pipelines, work items, and deployment processes.
• Strong debugging skills and a methodical approach to resolving application and integration defects.
• Deep understanding of enterprise development, testing, source control, and release‑management practices.

Preferred Qualifications & Desired Skills

• Certifications such as Dynamics 365 + Power Platform Solution Architect, Dynamics 365 Customer Service Functional Consultant, or Power Platform Developer.
• Experience with serverless compute options, Logic Apps, or Azure Functions.
• Knowledge of AI/ML capabilities within Dynamics 365 and Copilot Studio.
• Familiarity with other CRM platforms.
• Strong communication skills—ability to translate technical concepts to non‑technical stakeholders.
• Experience mentoring junior developers or leading small technical teams.

Core Competencies & Mindset

• Technical Proficiency: Mastery of Dynamics 365, the Power Platform, and Copilot Studio, coupled with a solid foundation in .NET, JavaScript, and RESTful services.
• Problem‑Solving Mindset: Ability to diagnose complex issues, propose elegant solutions, and implement them with minimal disruption.
• Collaboration & Influence: Comfortable working cross‑functionally, influencing decisions, and driving consensus.
• Adaptability: Thrives in a fast‑paced environment where priorities shift and new technologies emerge.
• Customer‑Centric Focus: Passion for building solutions that enhance the end‑user experience and deliver measurable business value.

Career Path & Development Opportunities

At brighthush, we believe that investing in our people is the key to sustained innovation. As a senior architect, you will have access to:

• Structured learning paths and certifications for Dynamics 365, the Power Platform, and Azure.
• Mentorship from seasoned architects and industry experts.
• Opportunities to lead high‑impact projects and shape product roadmaps.
• Cross‑functional exposure—work with product, sales, and support teams to gain a holistic view of the customer journey.
• Participation in hackathons, innovation labs, and community events.
• Potential to transition into leadership roles such as Solution Architect Lead, Director of Customer Experience, or VP of Technology.

Work Environment & Culture at brighthush

Our culture is built on transparency, collaboration, and a shared commitment to excellence. You will enjoy:

• Flexible work arrangements, including remote work options and a hybrid model.
• A collaborative office space in Harrisburg with state‑of‑the‑art meeting rooms and a relaxed, open‑plan layout.
• Regular team‑building events, tech talks, and knowledge‑sharing sessions.
• A supportive environment that encourages experimentation, learning from failure, and celebrating successes.
• Inclusive policies that value diversity, equity, and belonging.
• Access to cutting‑edge tools, cloud resources, and a vibrant developer community.

Compensation, Perks, and Benefits

While specific figures vary based on experience and role, brighthush offers a competitive salary package that includes:

• Base salary aligned with industry standards for senior Dynamics 365 developers.
• Performance‑based bonuses and equity opportunities.
• Comprehensive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and holidays.
• Professional development budget for conferences, courses, and certifications.
• Wellness programs, gym memberships, and mental health resources.
• Company‑sponsored events, retreats, and community service days.
• Technology stipend for home office setup and remote work tools.

How to Apply

If you’re excited to build cutting‑edge omnichannel solutions, collaborate with a passionate team, and drive real business impact, we want to hear from you. Submit your resume and a brief cover letter outlining your experience with Dynamics 365, the Power Platform, and Copilot Studio. Let’s shape the future of customer experience together.