CRM Architect

Description of Duties

Analyze and understand the current and target-state Microsoft Customer Engagement (CE) applications, configurations, and technologies.

Coordinate changes and designs to core business systems, portals, and related technologies, ensuring alignment with organizational needs, standards, and policies.

Develop and maintain an architectural roadmap for solution delivery.

Lead, assign tasks to, and mentor a team of CRM and full stack developers.

Ensure the successful delivery of CRM, portal, and web applications within the scope of enterprise transformation initiatives.

Provide leadership with strategic guidance on trends and best practices in Microsoft CE and associated technologies.

Represent the organization as a subject matter expert in stakeholder meetings and reporting sessions.

Identify and escalate risks or issues with appropriate context for timely decision-making.

Design and develop Microsoft CE customizations and configurations to meet specific business functionality requirements.

Support system integrations, including middleware, ERP systems, payment gateways, telephony platforms, and other enterprise services.

Serve as a subject matter expert for data migration into Microsoft CRM from legacy or non-commercial systems.

Fully document all work products, including technical / functional designs, diagrams, test plans, scripts, impact assessments, and knowledge-sharing documentation in accordance with organizational standards.

Build and maintain effective relationships with technical teams, business stakeholders, vendors, and clients.

Lead and actively participate in project team activities related to enterprise system development and integration.

Perform independently with minimal supervision, ensuring timely delivery of assigned responsibilities.

Adhere to established standards, policies, procedures, and governance frameworks.

Leverage relevant tools and technologies to execute role duties effectively.

Perform other job-related tasks as assigned.

Minimum Experience

10+ years of hands-on experience implementing Microsoft CE application solutions.

10+ years of development experience in CRM applications using .NET, JavaScript, Python, React, SSIS, and Reporting Services.

5 years as a certified Microsoft FastTrack Solution Architect for Business Applications.

2 years of experience utilizing Azure AI services and machine learning for Microsoft Dynamics 365 CE applications.

Successfully led at least 2 Microsoft-certified FastTrack projects for Business Applications.

Implemented at least one AI-enabled solution to improve customer service operations, including AI-driven chatbots, Copilot, and Azure AI for Dynamics CRM.

Experience deploying Dynamics Contact Center solutions, including communications process optimization and customer satisfaction improvement.

Conducted training on AI tools and Dynamics Contact Center features for technical teams.

Proven experience migrating data into Microsoft CRM from custom or legacy systems.

Demonstrated experience in integrating ERP systems and enterprise data repositories.

Delivered high-volume customer service platforms with integrated CRM, portals, mobile apps, IVR systems, and chatbot functionalities.

Knowledgeable in Human-Centered Design (HCD) methodology for product and service design.

Proficient in Microsoft Office 365 tools (Teams, Word, Excel, PowerPoint).

Proficient with Microsoft Azure DevOps Testing Module.

Equivalent combinations of education and experience will be considered.

Required Skillset

Microsoft-certified Power Platform or Customer Engagement FastTrack Solution Architect.

At least 10 years of experience in Microsoft CE application development and architecture.

Deep technical expertise in building solutions using D365 CE and Power Platform, including AI and machine learning features.

Strong experience with integrations in event-driven, decoupled architectures :

SAP ERP for pricing, billing, and financial operations.

Real-time payment processing systems (digital wallets, peer-to-peer).

Social media integrations and omnichannel platforms (ChatBOT, IVR, contact center).

Desired Skillset

Experience with :

SAP and other enterprise business systems.

ITIL / ITSM practices and methodologies.

Certifications / Education

Bachelors degree in business management, information systems, or related field (or equivalent combination of education and experience).

Microsoft Most Valuable Professional (MVP) in Business Applications, Customer Experience, Power Apps, or CoPilot Studio (preferred).

5+ years as a Microsoft-certified Solution Architect for Business Applications.

Azure AI Fundamentals or similar certifications in AI or machine learning.

Microsoft Dynamics-related certifications.