Customer Experience Solution Architect – MS Dynamics 365

Client: TCS

Job Title: Customer Experience Solution Architect – MS Dynamics 365

Location: Remote

Duration: 6 months

Remote Role

Requested skills: 

Skills: Customer Experience (CX) -Customer Service.

Customer Experience Solution Architect

Must Have

• 12+ years of IT experience with at least 5+ years as a Solution Architect, Enterprise Architect, or CRM Architect.

• Extensive experience documenting current-state and target-state architectures.

• Strong experience with Microsoft Dynamics CRM / Dynamics 365 ecosystems.

• Deep understanding of enterprise application integration patterns.

• Proven experience assessing and rationalizing complex technology landscapes.

• Experience creating:

Solution Architecture Documents

Application Inventories

Integration Diagrams

Runbooks

Deployment Guides

Governance Models

Support Transition Documentation

• Strong knowledge of:

CRM platforms

Web platforms and CMS solutions

Customer portals

ERP integrations

Customer data management

• Ability to conduct discovery workshops and extract information from technical and business stakeholders.

• Strong understanding of application support models and operational governance.

• Experience working with architecture repositories and architecture management tools.

• Strong communication and presentation skills with the ability to explain complex technology concepts to leadership teams

Good to Have

• Experience presenting recommendations and findings to CIO-level stakeholders.

• Experience in homebuilding, construction, real estate, or customer-centric industries.

• Experience supporting ERP systems such as JDE.

• Experience with customer experience transformation initiatives.

• Knowledge of AI-assisted customer engagement solutions.

• Experience establishing architecture governance functions.

• Experience leading support transition and knowledge transfer engagements.