Dynamics 365 Customer Service Architect

Net2Source (N2S) is seeking a Dynamics 365 Customer Service Architect to lead the implementation of D365 Customer Service solutions. The role involves providing technical oversight, collaborating with Solution Architects, and mentoring development teams to ensure high-quality code delivery.

Responsibilities:

• Lead technical design sessions and own the implementation of D365 Customer Service solutions
• Provide technical oversight on key components such as:
• Omnichannel for Customer Service, Customer Service Workspace
• Unified Routing, Workstreams
• Channel integration (voice, chat, social)
• Microsoft Copilot and Virtual Agents
• Collaborate with Solution Architects to design integrations with backend systems and external services
• Guide and mentor development teams to deliver high-quality, reusable, and maintainable code
• Review code and ensure alignment with best practices and enterprise standards
• Troubleshoot complex technical issues and provide proactive resolutions
• Contribute to DevOps processes including CI/CD pipelines and ALM best practices
• Hands-on experience on Integration leveraging Azure Integration services

Requirements:

• Microsoft Dynamics 365 Omnichannel for Customer Service
• Microsoft Copilot Studio
• Azure Integration Services
• Lead technical design sessions and own the implementation of D365 Customer Service solutions
• Provide technical oversight on key components such as: Omnichannel for Customer Service, Customer Service Workspace, Unified Routing, Workstreams, Channel integration (voice, chat, social), Microsoft Copilot and Virtual Agents
• Collaborate with Solution Architects to design integrations with backend systems and external services
• Guide and mentor development teams to deliver high-quality, reusable, and maintainable code
• Review code and ensure alignment with best practices and enterprise standards
• Troubleshoot complex technical issues and provide proactive resolutions
• Contribute to DevOps processes including CI/CD pipelines and ALM best practices
• Hands-on experience on Integration leveraging Azure Integration services