Technology

Senior Solutions Architect – Microsoft Dynamics 365 Customer Engagement (CE) Sales

IT Gig LLCUnited States🇺🇸United StatesPosted 14 Sept 2026

Quick Overview

Seniority

Mid Senior

Work mode

Hybrid

Location

United States

Posted

Yesterday

AzureGenerative AIPower BI

Required Qualifications

12+ years of experience delivering CRM, customer service, contact center, or enterprise business application solutions.
8+ years of experience with Microsoft Dynamics CRM or Dynamics 365 Customer Engagement.
5+ years serving as a Solution Architect, Enterprise Architect, or Technical Architect on large-scale programs.
Deep experience with Dynamics 365 Customer Service.
Demonstrated experience architecting and deploying enterprise contact center or CCaaS solutions.
Strong understanding of voice, digital channels, IVR, routing, queues, telephony, agent experiences, and contact center operations.
Experience leading complex, multi-workstream, multi-vendor enterprise implementations.
Strong knowledge of Microsoft Dataverse, Power Apps, Power Automate, and Power Platform architecture.
Experience with integrations, data migration, security architecture, application lifecycle management, and Azure services.
Proven ability to lead assessments, discovery workshops, fit-gap analyses, and architecture reviews.
Experience presenting findings and recommendations to executive and technical stakeholders.
Strong leadership, communication, facilitation, problem-solving, and documentation skills.
Experience working with Azure DevOps and formal architecture-governance processes.
Ability to lead distributed onshore and offshore delivery teams.

Preferred Skills & Experience

Experience with Microsoft Dynamics 365 Contact Center.
Experience with Azure Communication Services and enterprise telephony architecture.
Experience with Copilot Studio, AI agents, generative AI, and intelligent automation.
Experience integrating or migrating from Genesys, NICE CXone, Five9, Amazon Connect, Cisco, Twilio, or other CCaaS platforms.
Experience with workforce management, quality management, call recording, speech analytics, and performance-management solutions.
Experience with Dynamics 365 Sales, Field Service, Customer Insights, or Power Pages.
Experience with Microsoft Fabric, Power BI, and Azure data services.
Experience supporting global, multilingual, multi-brand, or multi-entity contact centers.
Background working within a consulting or systems-integrator environment.
Familiarity with Microsoft FastTrack engagement models.
Experience in regulated enterprise environments such as financial services, insurance, healthcare, government, utilities, or telecommunications.
Experience supporting presales, solution demonstrations, estimates, proposals, and statements of work.

Preferred Certifications

Microsoft Certified: Power Platform Solution Architect Expert
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Microsoft Certified: Power Platform Functional Consultant Associate
Microsoft Certified: Power Platform Developer Associate
Relevant Microsoft Azure, AI, security, or Microsoft Fabric certifications
Relevant CCaaS, contact center, or telecommunications certifications

Tools & Platforms

Key Deliverables & Expectations

Current-state customer service and contact center assessment
Enterprise architecture and transformation strategy
Fit-gap assessment and prioritized recommendations
Future-state solution, integration, data, security, and telephony architectures
Implementation roadmap, phasing strategy, estimates, and dependencies
Architecture diagrams, design documentation, and decision records
Risk, compliance, resilience, and operational-readiness plans
Go-live architecture review and stabilization oversight
Solutions aligned with measurable customer service and contact center outcomes
Clear executive communication, proactive risk management, and strong customer trust