D365 - Architect

Role Overview

The Principal Architect – D365 Sales, Service & Martech Lead will define and govern architecture for Dynamics 365 Sales and Service, integrated with MarTech and Customer Data Platform (CDP) capabilities to deliver unified, omnichannel customer experiences across all brands.

Key Focus Areas

• D365 Sales & Service Transformation: Architect and implement unified CRM for B2C and B2B journeys.
• MarTech Integration: Connect D365 with marketing automation platforms (Braze, Adobe Marketo) for omnichannel activation.
• Customer Data Platform (CDP): Enable Customer/Lead 360 profiles via Microsoft Customer Insights integrated with Calandra data platform.
• Unified Experience: Deliver single pane of glass for agents with Talkdesk integration and Power Platform workflows.
• Privacy & Compliance: Ensure GDPR, CCPA, and consent management across all touchpoints.

Key Responsibilities

• CRM Architecture (30%): Define architecture for D365 Sales and Service, including lead-to-loyalty and request-to-serve processes. Implement case management, knowledge articles, and omnichannel engagement (voice, chat, social).
• MarTech & CDP Integration (25%): Integrate D365 CE with Braze, Adobe Marketo, and other MarTech tools for campaign orchestration. Enable segmentation, personalization, and next-best-action decisioning using CDP data.
• Process Orchestration & Automation (20%): Design Power Automate workflows for lead scoring, quote automation, and service routing. Embed AI-driven recommendations and agentic workflows for sales and service.
• Data & Compliance Governance (15%): Establish governance for marketing and CRM data, privacy, and consent management. Align architecture with SOC 2, PCI DSS, GDPR, and CCPA compliance.
• Strategic Leadership (10%): Develop roadmap for CRM and MarTech modernization aligned with IPH’s digital transformation goals. Partner with business leaders to drive adoption and maturity of D365 and MarTech capabilities.

Technical Requirements

• Platforms: Dynamics 365 CE (Sales, Service), Customer Insights CDP, Power Platform
• MarTech Tools: Braze, Adobe Marketo, Dynamic Yield, Contentful
• Integration: Azure API Management, Service Bus, Power Automate
• Data & Analytics: Azure based - Calandra Data Platform, Databricks, Power BI
• Compliance: GDPR, CCPA, SOC 2, PCI DSS

Preferred Qualifications

• 10+ years in CRM and MarTech architecture; 5+ years in Dynamics 365 CE
• Experience with marketing automation platforms and CDP integration
• Strong knowledge of omnichannel engagement and personalization strategies
• Familiarity with the insurance or financial services industry preferred

Benefits

• Comprehensive full medical, dental and vision Insurance
• Basic Life Insurance at no cost to the employee
• Company paid short-term and long-term disability
• 12 weeks of 100% paid Parental Leave
• Health Savings Account (HSA)
• Flexible Spending Accounts (FSA)
• Retail savings plan
• Personal Paid Time Off
• Paid holidays and company-wide Wellness Day off
• Paid time off to volunteer at nonprofit organizations
• Pet friendly office environment
• Commuter Benefits
• Group Pet Insurance
• On the job training and skills development
• Employee Assistance Program (EAP)