Dynamics 365 Enterprise AI Architect

Job Posting ID: CGEMJP00348179

Client: Credit Union in Virginia

Location: Atlanta/ Chicago/ Virginia – 3 Days Office

Duration: 6 Months+

Pay Rate: $80/hr on W2

Visa - GC /Citizens

Enterprise Architecture & Target-State Design

Define and own the end-to-end enterprise architecture for a Microsoft-native CCaaS and Customer Engagement platform spanning Dynamics 365 Customer Service, Dynamics 365 Sales, and the broader Microsoft ecosystem.

Establish target-state architecture across customer engagement, sales lifecycle, channels, agent and seller experience, integrations, data, security, and operations aligned to enterprise standards and revenue/CX outcomes.

Define architecture principles, reference architectures, patterns, and guardrails enabling scalable contact center modernization and sales transformation.

Hands on with business and futuristic AI Architect.

Techno -functional – on contact Centre experience

Qualifications

• 15+ years of experience in enterprise or solution architecture with strong focus on Dynamics 365 Customer Engagement (Sales and Customer Service) and Microsoft ecosystem–based platforms.

• Deep expertise in architecting Dynamics 365 Sales and Customer Service solutions, including Omnichannel and CCaaS capabilities.

• Strong experience integrating sales and service processes to enable end-to-end customer lifecycle and revenue optimization.

• Proven experience across Microsoft ecosystem including Power Platform, Azure, Microsoft 365, Teams, and Copilot capabilities.

• Hands-on expertise in Azure architecture and enterprise integrations, including API management and event-driven architectures.

• Demonstrated experience designing and governing Copilot Studio and AI-driven use cases across sales and service.

• Strong background in enterprise integrations including CRM, ERP, telephony/voice, identity, WFM/WEM, analytics, and data platforms.

• Solid data architecture experience including Dataverse, customer 360 modeling, analytics, governance, and privacy controls.

• Experience working in regulated industries (Financial Services, Insurance, Healthcare) preferred.

• Strong stakeholder management skills with the ability to influence business, sales, CX leaders, architects, and executive stakeholders.

• Preferred Certifications

• Azure Solutions Architect Expert

• Power Platform Solution Architect Expert

• Dynamics 365 Sales / Customer Service certifications

• TOGAF (or equivalent)

• Microsoft AI & Business Applications Certifications (Highly Preferred):

• Microsoft Certified: Agentic AI Business Solutions Architect (AB-100)

• Microsoft Certified: Copilot & Agent Administration Fundamentals (AB-900)

• Microsoft Certified: AI Business Professional (AB-730)

• Microsoft Certified: AI Transformation Leader (AB-731)

• Microsoft Certified: Azure AI Engineer Associate (AI-102)

• Microsoft Certified: Azure AI Fundamentals (AI-900 / AI-901)

• Copilot Studio Functional Consultant (MB-820)

• Copilot Studio Agent Developer / Maker (emerging certifications)

• Dynamics 365 Customer Engagement (Sales + Customer Service) Architecture

• Architect integrated solutions across Dynamics 365 Customer Service, Omnichannel for Customer Service, and Dynamics 365 Sales to enable end-to-end customer and sales journeys.

• Design unified customer and seller experiences including lead-to-opportunity, opportunity-to-close, account management, case management, and service resolution.

• Define architectures for sales automation (lead management, pipeline management, forecasting, territory management), customer insights, and omnichannel engagement.

• Design agent and seller workspaces, case and opportunity orchestration, session management, routing rules, queues, workstreams, and skills-based distribution.

• Ensure tight alignment between sales and service processes to drive cross-sell/upsell, improved conversion, and customer lifetime value.

• Align solutions with KPIs such as revenue growth, win rate, pipeline velocity, AHT, FCR, CSAT, NPS, and deflection.

• Microsoft Ecosystem Architecture (End-to-End Platform Enablement)

• Define architecture leveraging the full Microsoft stack including Power Platform (Power Apps, Power Automate, Power BI), Microsoft Teams, Microsoft 365, and Dynamics 365.

• Architect collaboration and productivity integration using Teams (embedded calling, collaboration, and workflows for agents and sellers).

• Leverage Power Platform for low-code extensibility, automation, reporting, and rapid solution acceleration across sales and service scenarios.

• Define patterns for integrating third-party and Microsoft ISV solutions (WFM/WEM, CTI/voice, CPaaS, marketing automation, analytics platforms).

• Enable connected experiences across Dynamics 365 Sales, Customer Insights, Customer Service, and external CX and revenue platforms.

• Copilot Studio, AI & Automation Architecture

• Architect and govern Copilot Studio solutions across service and sales scenarios, including virtual agents, sales copilots, conversational AI, and workflow automation.

• Define patterns for intelligent lead qualification, opportunity insights, agent assist, knowledge recommendations, and next-best-action guidance.

• Establish patterns for bot-to-agent and bot-to-seller handoff, context preservation, identity propagation, and escalation scenarios.

• Define governance for AI including prompt design, model usage, security controls, monitoring, and responsible AI guardrails.

• Azure & Integration Architecture

• Define Azure-native integration patterns using Azure API Management, Logic Apps, Azure Functions, Service Bus/Event Grid, and secure networking constructs.

• Architect integrations between Dynamics 365 Sales/Customer Service and enterprise systems including customer identity, ERP, core business systems, marketing platforms, knowledge repositories, WFM/WEM, telephony/voice, QA/recording, and analytics solutions.

• Establish API standards, canonical models, event-driven architecture patterns, error handling, retries, idempotency, and resiliency design.

• Data, Analytics & Observability

• Own enterprise data architecture leveraging Dataverse as the core for customer, sales, and interaction data.

• Define unified data models spanning leads, opportunities, accounts, cases, interactions, and customer 360 insights.

• Establish data governance, lineage, retention, master data management, and privacy controls for PII and regulated data.

• Define analytics architecture using Power BI and Azure analytics services for sales performance, pipeline tracking, service operations, and customer experience insights.

• Define observability patterns for logging, metrics, tracing, and operational dashboards enabling proactive monitoring and performance tuning.

• Security, NFRs & Compliance

• Define and validate non-functional requirements including scalability, availability, performance, security, privacy, and disaster recovery across sales and service platforms.

• Ensure alignment with enterprise security architecture using Microsoft Entra ID, role-based access control (RBAC), managed identities, Key Vault, and conditional access.

• Support threat modeling, architecture reviews, and compliance validation with security, risk, and privacy stakeholders.

• Governance & Delivery Enablement

• Serve as architecture authority across CCaaS and Customer Engagement programs, ensuring consistent implementation across sales, service, and platform workstreams.

• Define governance models for solution design, environment strategy, ALM, DevOps, release management, and platform lifecycle.

• Partner with business, sales, CX, and technology stakeholders to translate architecture into roadmaps, milestones, and execution plans.

• Review and validate solution designs, integrations, and deployment strategies; support go-live readiness and production stability.