Solution Architect – Dynamics 365 Customer Service & Contact Center

Artha Nexgen is seeking a Solution Architect to lead enterprise-scale Dynamics 365 Customer Service and Contact Center architecture, design, and delivery. The role translates business and contact center requirements into secure, scalable solutions and provides technical leadership across implementation, integration, AI, deployment, and production support.

Responsibilities:

• Lead end-to-end architecture and solution design for Dynamics 365 Customer Service and Dynamics 365 Contact Center implementations
• Define scalable architectures covering Customer Service, Contact Center, Power Platform, Dataverse, Copilot Studio, Azure, and external enterprise systems
• Conduct discovery and architecture workshops with business and technical stakeholders
• Translate business, customer experience, and contact center requirements into solution architecture and detailed functional/technical designs
• Define architecture standards, integration patterns, security models, data models, environment strategies, and deployment approaches
• Evaluate out-of-the-box capabilities versus configuration, Power Platform extensions, custom development, and third-party solutions
• Provide architectural oversight throughout design, development, testing, deployment, and production stabilization
• Architect solutions utilizing Dynamics 365 Customer Service capabilities including:
• Case and incident management
• Queues and workstreams
• Entitlements and SLAs
• Knowledge management
• Customer Service workspace
• Agent productivity tools
• Email-to-case and automated case creation
• Customer service scheduling and escalation processes
• Customer Service analytics and reporting
• Design complex case management processes supporting multiple business units, service teams, products, and customer segments
• Architect enterprise contact center solutions across voice and digital engagement channels
• Design and configure:
• Voice channel architecture
• Inbound and outbound calling
• Interactive Voice Response (IVR)
• Workstreams and queues
• Unified Routing
• Skills-based and capacity-based routing
• Presence and agent capacity
• Overflow and escalation strategies
• Chat and digital messaging
• SMS and other supported digital channels
• Agent workspace and productivity experiences
• Supervisor monitoring and operational experiences
• Design routing strategies using customer priority, agent skills, availability, workload, business rules, and service-level requirements
• Define contact center resiliency, scalability, business continuity, and high-availability considerations
• Support integration with Microsoft and third-party telephony/contact center platforms where required
• Architect AI-powered customer service and contact center experiences using Microsoft Copilot and Copilot Studio
• Design conversational and self-service experiences across voice and digital channels
• Architect Copilot Studio agents, IVR experiences, automated customer interactions, knowledge-grounded responses, and agent-assist scenarios
• Identify opportunities to improve containment, first-contact resolution, agent productivity, and customer experience through AI and automation
• Ensure AI solutions follow enterprise security, governance, responsible AI, and data-access requirements
• Define integration architecture between Dynamics 365 and enterprise applications such as ERP, billing, policy/claims, order management, identity, data platforms, and external contact center systems
• Design integrations using Dataverse APIs, Power Automate, Azure Functions, Logic Apps, Service Bus, REST APIs, custom connectors, and other Azure integration services
• Define synchronous versus asynchronous integration patterns based on performance, reliability, and business requirements
• Provide architectural guidance for Power Apps, Power Automate, PCF controls, plugins, custom APIs, and other Dynamics 365 extensions
• Ensure solutions follow Microsoft recommended practices and minimize unnecessary customization
• Define Dynamics 365 and Dataverse security architecture including:
• Business units
• Security roles
• Teams
• Field-level security
• Application access
• Integration/service identities
• Ensure solutions meet enterprise requirements for security, privacy, compliance, auditing, and data protection
• Review architecture for scalability, performance, reliability, maintainability, and supportability
• Define environment strategy across Development, Test, UAT, Training, and Production
• Establish ALM and DevOps practices using managed solutions, pipelines, Azure DevOps/GitHub, automated deployments, and source control
• Serve as the architectural authority for Dynamics 365 Customer Service and Contact Center engagements
• Lead architecture reviews and provide technical direction to functional consultants, developers, integration engineers, and administrators
• Review solution designs, configurations, customizations, integrations, and code for alignment with the target architecture
• Identify architectural risks early and develop mitigation strategies
• Troubleshoot complex production, integration, routing, performance, and deployment issues
• Mentor project team members and promote Microsoft architecture and implementation best practices
• Communicate architecture decisions and tradeoffs effectively to both technical and executive stakeholders

Requirements:

• 8+ years of experience implementing Microsoft Dynamics 365 / CRM solutions
• 5+ years of experience in solution architecture or technical architecture roles
• Strong hands-on experience with Dynamics 365 Customer Service
• Strong hands-on architecture and implementation experience with Dynamics 365 Contact Center / Omnichannel for Customer Service
• Demonstrated experience designing enterprise voice, IVR, digital channel, queue, workstream, and unified routing solutions
• Deep understanding of case management, knowledge management, SLAs, entitlements, agent workspace, and customer service processes
• Strong experience with Microsoft Power Platform, including Dataverse, Power Apps, and Power Automate
• Experience with Microsoft Copilot Studio, conversational AI, bots/agents, and customer self-service scenarios
• Experience architecting enterprise integrations using APIs and Azure integration services
• Strong understanding of Dynamics 365 security, data architecture, ALM, environment management, and deployment practices
• Experience leading architecture workshops and translating complex business requirements into enterprise solution designs
• Strong communication, presentation, documentation, and stakeholder-management skills
• Ability to independently own the architecture of complex Customer Service and Contact Center implementations from discovery through production
• Experience with Azure Communication Services, Teams Phone, PSTN/telephony integration, and third-party CCaaS platforms
• Experience modernizing or migrating legacy contact center platforms to Microsoft Dynamics 365 Contact Center
• Experience with large-scale enterprise contact centers supporting high interaction volumes and multiple channels
• Experience with contact center analytics, workforce management, quality management, call recording, transcription, sentiment analysis, and supervisor capabilities
• Experience integrating Dynamics 365 with enterprise ERP, data, identity, and customer platforms
• Experience with Azure DevOps, CI/CD, automated deployments, and enterprise ALM
• Microsoft certifications related to Dynamics 365, Power Platform, Azure, or Solution Architecture are preferred