At a Glance
- Tasks: Lead the design and implementation of Dynamics 365 CRM solutions for enhanced customer engagement.
- Company: Join a forward-thinking tech company focused on innovative customer service solutions.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and career advancement.
- Why this job: Shape the future of customer service with cutting-edge technology and impactful projects.
- Qualifications: Extensive experience in Dynamics 365 CRM and strong leadership skills required.
The predicted salary is between 70000 - 90000 £ per year.
We are seeking an experienced Dynamics 365 CRM Architect with deep expertise in Dynamics 365 Customer Service, Omnichannel, and digital engagement solutions including WhatsApp integration. The successful candidate will lead the architecture, design, and implementation of enterprise-scale customer engagement solutions leveraging the Microsoft Dynamics 365 and Power Platform ecosystem. You will work closely with business stakeholders, delivery teams, and technical consultants to design scalable, secure, and high-performing customer service solutions that improve customer experience and operational efficiency.
Key Responsibilities
- Lead the architecture and design of Dynamics 365 Customer Service solutions
- Design and implement end-to-end omnichannel customer engagement capabilities including:
- Live Chat
- Digital Messaging
- Architect and implement Dynamics 365 Omnichannel for Customer Service
- Integrate WhatsApp using approved providers such as:
- Meta Business integrations
- Dynamics 365
- Power Platform
- Third-party systems
- Provide technical leadership and governance across implementation projects
- Create architecture documentation, solution designs, and integration specifications
- Lead workshops with business and technical stakeholders
- Ensure solutions follow Microsoft best practices, security standards, and ALM processes
- Support data migration and integration strategy
- Guide development teams on customization and extension approaches
- Mentor functional and technical consultants
- Participate in pre-sales activities, solution estimations, and strategic roadmap planning
Required Skills & Experience
- Extensive experience implementing Microsoft Dynamics 365 CRM
- Strong expertise in:
- Dynamics 365 Customer Service
- Omnichannel for Customer Service
- Power Platform
- Proven experience implementing WhatsApp integration within customer service environments
- Strong understanding of:
- Case management
- SLA management
- Knowledge management
- Contact center operations
- Experience integrating Dynamics 365 with enterprise applications and communication platforms
- Solid knowledge of:
- Power Automate
- Power Apps
- Dataverse
- APIs and integrations
- Experience with:
- Security models
- Environment strategy
- Solution management
- Strong stakeholder management and communication skills
- Experience leading architecture and delivery teams
- Experience with:
- Dynamics 365 Contact Center
- AI-powered customer service solutions
- Customer Insights
- Experience working in Agile delivery environments
- Experience in regulated industries (financial services, public sector, healthcare, etc.)
Technical Environment
- Dynamics 365 Customer Service
- Power Platform
- Dataverse
- Power Automate
- Power Apps
- REST APIs
- WhatsApp Business integrations
Personal Attributes
- Strong consultative approach
- Excellent problem-solving skills
- Able to communicate effectively with both technical and non-technical audiences
- Strategic thinker with hands-on technical capability
- Collaborative and delivery-focused
- Customer-centric mindset
Preferred Experience
- 12+ years Dynamics 365 CRM experience
- 5+ years architecture responsibility
- Full lifecycle enterprise implementations
Dynamics 365 CRM Architect in Leeds employer: SoftNice UK Limited
Join a forward-thinking company that values innovation and collaboration, where as a Dynamics 365 CRM Architect, you will play a pivotal role in shaping customer engagement solutions. Our supportive work culture fosters professional growth through mentorship and continuous learning opportunities, while our commitment to cutting-edge technology ensures you are always at the forefront of industry advancements. Located in a vibrant area, we offer a dynamic environment that encourages creativity and teamwork, making it an excellent place for those seeking meaningful and rewarding employment.
