Gruve

Compensation

Full Description

About the Role We are seeking a highly experienced Dynamics 365 Architect with deep expertise in the Customer Service / Contact Center module. This role is responsible for designing, implementing, and optimizing large-scale customer engagement platforms. The ideal candidate will bring strong knowledge of Dynamics 365 Customer Service, Omnichannel, Power Platform, and Azure Communication Services to lead digital transformation across customer support operations. Key Responsibilities Solution Architecture & Design • Lead the architecture, design, and deployment of Dynamics 365 Customer Service and Omnichannel solutions. • Define comprehensive end-to-end contact center architectures leveraging Dynamics 365, Power Platform, Azure Communication Services, and AI capabilities. • Integrate Dynamics 365 Contact Center with telephony, IVR, chatbots, CRM, ERP, and other third-party applications. Technical Leadership • Provide architectural direction across multiple transformation initiatives. • Establish technical roadmaps, best practices, and standards for scalable and resilient customer service platforms. • Conduct design reviews ensuring alignment with security, compliance, and enterprise architecture standards. Implementation & Delivery • Oversee the full implementation lifecycle including requirements gathering, solution design, customization, integration, testing, and go-live. • Work closely with business stakeholders and product owners to translate requirements into technical deliverables. • Ensure high system availability, optimal performance, and adherence to SLAs for omnichannel solutions. Innovation & Optimization • Leverage AI/ML, Copilot, Power Virtual Agents, and automation tools to improve agent efficiency and customer experience. • Promote self-service adoption, chatbot enablement, and intelligent routing to reduce operational cost. • Assess Microsoft Cloud advancements (Fabric, AI Builder, Cognitive Services) to enhance contact center capabilities. Stakeholder Engagement • Serve as a trusted advisor to business and IT leadership by presenting solution options, roadmaps, and recommendations. • Manage relationships with vendors and partners supporting telephony, AI, and integration platforms. • Provide executive-level reporting on architecture decisions, KPIs, risks, and project progress. Preferred Qualifications • 10+ years of experience in CRM/Contact Center solutions, including 5+ years with Dynamics 365 Customer Service / Omnichannel. • Hands-on experience with Dynamics 365 Customer Service/Omnichannel, Power Platform (Apps, Automate, BI, Virtual Agents), Azure Communication Services, and integrations with cloud contact center platforms (Genesys, Cisco, Avaya, NICE, Five9). • Expertise in AI-driven customer service solutions (chatbots, generative AI, predictive routing). • Strong understanding of security, compliance, and data governance frameworks (GDPR, PCI DSS, ISO). Preferred certifications: • Dynamics 365 Customer Service Functional Consultant Associate • Power Platform Solution Architect Expert • Azure Solutions Architect Expert Basic Qualifications • Strong leadership, stakeholder management, and vendor negotiation capabilities. • Excellent communication and presentation skills for both executive and technical audiences. • Proven ability to balance innovation with cost, risk, and enterprise objectives. • Strong analytical, problem-solving, and strategic decision-making skills. Salary Range $165,000 - $175,000 USD This position is being hired on behalf of a customer of Gruve.