Senior Dynamics 365 Customer Service Functional Architect

Position Summary

We are seeking a Senior Dynamics 365 Customer Service Functional Architect to lead the design, configuration, and implementation of Microsoft Dynamics 365 Customer Service for a large-scale healthcare transformation initiative. This role will be instrumental in migrating the client's legacy FreshWorks platform to a modern Microsoft ecosystem, enabling secure, compliant, and scalable patient service and fulfillment operations.

The ideal candidate will possess deep expertise in Dynamics 365 Customer Service, Power Platform, Dataverse, and healthcare business processes. This is a hands-on functional leadership role responsible for designing case management solutions, workflow automation, and ensuring seamless integration with Dynamics 365 Sales Enterprise and Business Central.

Project Overview

The client is modernizing its fulfillment operations by replacing its legacy FreshWorks platform with Microsoft Dynamics 365 Customer Service, Power Platform, Dataverse, and Microsoft technologies.

The new platform will provide:

• Centralized Case & Ticket Management
• Patient Service & Care Coordination
• Automated Fulfillment & Benefits Workflows
• HIPAA-Compliant Data Management
• Improved Reporting & Analytics
• Role-Based Security (RBAC)
• Scalable Microsoft Cloud Platform
• Integration with Dynamics 365 Sales Enterprise and Business Central

This initiative will improve operational efficiency, strengthen compliance, enhance patient and client experiences, and provide a scalable foundation for future growth.

Key Responsibilities

• Lead the functional design and implementation of Dynamics 365 Customer Service.
• Configure Case Management, Queues, Routing Rules, SLAs, Entitlements, and Knowledge Base.
• Translate healthcare business requirements into scalable Dynamics 365 solutions.
• Design and implement workflow automation using Power Automate.
• Configure Dataverse security roles and role-based access (RBAC).
• Collaborate with Dynamics 365 Sales Enterprise and Business Central teams to support integrations.
• Support data migration, integration activities, testing, and production deployment.
• Ensure all solutions comply with HIPAA and healthcare data privacy standards.
• Provide post-implementation support and recommend continuous platform improvements.

Required Qualifications

• 5+ years of experience in Healthcare, Pharmaceutical, or Specialty Pharmacy environments.
• 3+ years of hands-on experience implementing Microsoft Dynamics 365 Customer Service.
• Strong experience configuring:
  • Case Management
  • Queues
  • Routing Rules
  • SLAs
  • Entitlements
  • Knowledge Base
• Hands-on experience with Power Automate.
• Strong understanding of Dataverse and Security Roles (RBAC).
• Experience with Dynamics 365 Sales Enterprise.
• Experience integrating with Business Central.
• Experience implementing solutions in HIPAA-compliant healthcare environments.

Preferred Qualifications

• Specialty Pharmacy domain experience.
• Experience with Omnichannel Customer Service (Voice/Chat).
• Microsoft Certifications:
  • MB-230 Dynamics 365 Customer Service Functional Consultant
  • PL-200 Power Platform Functional Consultant