The Role

You will play a pivotal role in shaping and delivering enterprise-grade Dynamics 365 Customer Service solutions for large, complex organisations. The role focuses on end-to-end solution architecture, hands-on proof-of-concept development, and close collaboration with business and technical stakeholders to translate requirements into scalable, secure, and compliant solutions using the Microsoft Power Platform and Dynamics 365 ecosystem.

Your responsibilities:

• Lead solution architecture and design for Dynamics 365 Customer Servicecentric engagements
• Own end-to-end solution definitions include functional, technical, integration, and data architecture
• Engage directly with customer stakeholders to understand business processes, challenges, and outcomes
• Design and build hands-on Proof of Concepts (POCs) to validate solution approaches and demonstrate value
• Define application landscape including Dynamics 365, Power Platform
• Ensure solutions align with non-functional requirements such as security, scalability, performance, and compliance
• Provide architectural governance, design assurance, and technical leadership during delivery
• Guide and mentor functional consultants and developers across the delivery lifecycle
• Support activities including solution walkthroughs, estimates, and technical responses

Your Profile

Essential skills/knowledge/experience:

• 10+ year experience architecting/designing Dynamics 365 Customer Service solutions in enterprise environments
• Strong hands-on experience with Dynamics 365 Customer Service, Omnichannel, and case management
• Proven ability to design and build POCs, demos, and reference implementations
• Deep understanding xbpsjku of Power Platform (Power Apps, Power Automate, Dataverse, Power Pages)
• Experience designing integrations
• Strong customer-facing skills with the ability to communicate complex solutions clearly
• Experience working in regulated or large-scale environments with strong governance needs
• Ability to balance out-of-the-box capabilities with configuration and customisation

Desirableskills/knowledge/experience:

• Experience with Copilot, AI-enabled customer service, or knowledge management solutions
• Exposure to public sector or highly regulated industry programmes