Solutions Architect - Dynamics 365 Customer Service & Contact Center

Rand Group is seeking a Solution Architect to lead enterprise-scale Dynamics 365 Customer Service and Contact Center implementations for their client portfolio. This role involves end-to-end solution design across the Power Platform and serves as the primary technical authority on omnichannel Contact Center architecture and multi-system integrations.

Responsibilities:

• Lead solution architecture and design for Dynamics 365 Customer Service implementations, from discovery and requirements gathering through go-live and hyper care
• Architect Dynamics 365 Contact Center and omnichannel voice, chat, and digital messaging solutions, including IVR, routing, and queue design
• Architect end-to-end Power Platform solutions spanning Power Apps, Power Pages, Power Automate, Power BI, and Dataverse in support of service delivery
• Design and oversee multi-system integrations connecting Dynamics 365 to telephony, ERP, data warehouse, and third-party platforms using Azure integration services
• Design AI and Copilot-enabled service experiences, including Copilot Studio agents, AI-assisted case resolution, and generative AI use cases grounded in Dataverse
• Extend solution designs to cover Dynamics 365 Sales where clients run combined Sales and Service implementations
• Build and present solution architecture documentation, functional design documents, and technical roadmaps for client stakeholders and internal delivery teams
• Lead technical workshops with client business and IT stakeholders to translate business requirements into scalable, supportable solution designs
• Guide and mentor consultants and developers on solution design standards, ALM practices, and Power Platform governance
• Partner with sales and pre-sales teams on scoping, estimation, and technical proposals for new and expanding client engagements
• Ensure solution quality and performance throughout the project lifecycle by identifying risks and design trade-offs early and escalating issues as needed

Requirements:

• 8+ years of experience implementing Dynamics 365 Customer Service, with at least 3 years in a Solution Architect capacity
• Bachelor's degree in accounting, finance, business administration, information systems, or a related field
• Hands-on experience architecting Dynamics 365 Contact Center or Omnichannel for Customer Service, including voice channel and telephony configuration
• Deep hands-on expertise across the Power Platform, including Power Pages, Power BI, Power Automate, and Dataverse solution architecture
• Proven experience architecting and delivering enterprise-scale implementations with multiple concurrent workstreams and system integrations
• Strong experience designing integrations using Azure Functions, Logic Apps, Service Bus, and REST/SOAP APIs
• Practical experience with AI and Copilot capabilities within the Microsoft ecosystem, including Copilot Studio and AI-assisted service scenarios
• Strong understanding of Dataverse security modeling, ALM, and solution governance for multi-environment implementations
• Excellent client-facing communication skills, with demonstrated ability to lead technical workshops and present to executive stakeholders
• Experience estimating and scoping engagements in a consulting or professional services environment
• Demonstrated success managing multiple projects, priorities, and client stakeholders in a consulting environment
• Experience mentoring consultants and contributing to team development, resource planning, and delivery excellence
• Working knowledge of Dynamics 365 Sales sufficient to support combined Sales and Service engagements
• Background in AI development or implementation beyond configuration, such as custom model integration, agent orchestration, or prompt engineering
• Experience with Power Apps Code Apps or code-first extensions to the Power Platform
• Prior consulting experience at a Microsoft implementation partner
• Familiarity with Azure DevOps or GitHub-based ALM pipelines for Power Platform solutions