Dynamics 365 Enterprise AI Architect

About the role

We are hiring a Dynamics 365 Enterprise AI Architect at Smart Work IT Services. The role is available in Atlanta, Chicago, and Virginia with a 3-day office schedule.

Responsibilities

• Define and own the end-to-end enterprise architecture for a Microsoft-native CCaaS and Customer Engagement platform spanning Dynamics 365 Customer Service, Dynamics 365 Sales, and the broader Microsoft ecosystem.
• Establish target-state architecture across customer engagement, sales lifecycle, channels, agent and seller experience, integrations, data, security, and operations aligned to enterprise standards and revenue/CX outcomes.
• Define architecture principles, reference architectures, patterns, and guardrails enabling scalable contact center modernization and sales transformation.
• Techno-functional on contact centre experience.

Qualifications

• 15+ years of experience in enterprise or solution architecture with strong focus on Dynamics 365 Customer Engagement (Sales and Customer Service) and Microsoft ecosystem based platforms.
• Deep expertise in architecting Dynamics 365 Sales and Customer Service solutions, including Omnichannel and CCaaS capabilities.
• Strong experience integrating sales and service processes to enable end-to-end customer lifecycle and revenue optimization.
• Proven experience across Microsoft ecosystem including Power Platform, Azure, Microsoft 365, Teams, and Copilot capabilities.
• Hands-on expertise in Azure architecture and enterprise integrations, including API management and event-driven architectures.
• Demonstrated experience designing and governing Copilot Studio and AI-driven use cases across sales and service.
• Strong background in enterprise integrations including CRM, ERP, telephony/voice, identity, WFM/WEM, analytics, and data platforms.
• Solid data architecture experience including Dataverse, customer 360 modeling, analytics, governance, and privacy controls.
• Experience working in regulated industries (Financial Services, Insurance, Healthcare) preferred.
• Strong stakeholder management skills with the ability to influence business, sales, CX leaders, architects, and executive stakeholders.
• Integrated solutions across Dynamics 365 Customer Service, Omnichannel for Customer Service, and Dynamics 365 Sales to enable end-to-end customer and sales journeys.
• Design unified customer and seller experiences including lead-to-opportunity, opportunity-to-close, account management, case management, and service resolution.
• Defined architectures for sales automation (lead management, pipeline management, forecasting, territory management), customer insights, and omnichannel engagement.
• Designed agent and seller workspaces, case and opportunity orchestration, session management, routing rules, queues, workstreams, and skills-based distribution.
• Ensured tight alignment between sales and service processes to drive cross-sell/upsell, improved conversion, and customer lifetime value.
• Defined architectures leveraging the full Microsoft stack including Power Platform (Power Apps, Power Automate, Power BI), Microsoft Teams, Microsoft 365, and Dynamics 365.
• Leveraged Power Platform for low-code extensibility, automation, reporting, and rapid solution acceleration across sales and service scenarios.
• Defined patterns for integrating third-party and Microsoft ISV solutions (WFM/WEM, CTI/voice, CPaaS, marketing automation, analytics platforms).
• Enabled connected experiences across Dynamics 365 Sales, Customer Insights, Customer Service, and external CX and revenue platforms.
• Architected collaboration and productivity integration using Teams (embedded calling, collaboration, and workflows for agents and sellers).
• Architectured integrations between Dynamics 365 Sales/Customer Service and enterprise systems including customer identity, ERP, core business systems, marketing platforms, knowledge repositories, WFM/WEM, telephony/voice, QA/recording, and analytics solutions.
• Defined governance for AI including prompt design, model usage, security controls, monitoring, and responsible AI guardrails.
• Defined Azure-native integration patterns using Azure API Management, Logic Apps, Azure Functions, Service Bus/Event Grid, and secure networking constructs.
• Own enterprise data architecture leveraging Dataverse as the core for customer, sales, and interaction data.
• Defined unified data models spanning leads, opportunities, accounts, cases, interactions, and customer 360 insights.
• Established data governance, lineage, retention, master data management, and privacy controls for PII and regulated data.
• Defined analytics architecture using Power BI and Azure analytics services for sales performance, pipeline tracking, service operations, and customer experience insights.
• Defined observability patterns for logging, metrics, tracing, and operational dashboards enabling proactive monitoring and performance tuning.
• Defined non-functional requirements including scalability, availability, performance, security, privacy, and disaster recovery across sales and service platforms.
• Supported threat modeling, architecture reviews, and compliance validation with security, risk, and privacy stakeholders.
• Enabled governance models for solution design, environment strategy, ALM, DevOps, release management, and platform lifecycle.
• Partnered with business, sales, CX, and technology stakeholders to translate architecture into roadmaps, milestones, and execution plans.
• Reviewed and validated solution designs, integrations, and deployment strategies; supported go-live readiness and production stability.

Preferred Certifications

• Azure Solutions Architect Expert
• Power Platform Solution Architect Expert
• Dynamics 365 Sales / Customer Service certifications
• TOGAF (or equivalent)
• Microsoft AI & Business Applications Certifications (Highly Preferred)
• Microsoft Certified: Agentic AI Business Solutions Architect (AB-100)
• Microsoft Certified: Copilot & Agent Administration Fundamentals (AB-900)
• Microsoft Certified: AI Business Professional (AB-730)
• Microsoft Certified: AI Transformation Leader (AB-731)
• Microsoft Certified: Azure AI Engineer Associate (AI-102)
• Microsoft Certified: Azure AI Fundamentals (AI-900 / AI-901)
• Copilot Studio Functional Consultant (MB-820)
• Copilot Studio Agent Developer / Maker (emerging certifications)