Microsoft Dynamics 365 Service Operations Solution Architect

About the role

Ludia Consulting is a fast-growing, innovative consulting firm specializing in Microsoft Dynamics 365 Physical Operations. We seek a dedicated team member committed to professional growth and community impact.

Essential Functions

• Solution Architecture & Delivery
  • Lead client engagements through requirements discovery, solution design, process architecture, integrations, and system implementation across Field Service, Customer Service, Contact Center, and Project Operations
  • Design and oversee configuration of the Field Service work order lifecycle, schedule board, resource scheduling, agreements, customer assets, and the Field Service mobile experience for frontline technicians
  • Work across Microsoft systems to architect integrations between D365 service applications and D365 Finance & Supply Chain (F&SC)
  • Evaluate and report project risk assessments to internal and external stakeholders
  • Conduct design review sessions with customers to demonstrate completed work and gather adjustments
• AI-Assisted Service
  • Architect Copilot and AI agent capabilities across the service stack, including agent-assisted scheduling, case management, and knowledge management
  • Guide clients on integrating autonomous and semi-autonomous agents into their service model
• Sales & Ecosystem
  • Participate in or lead Microsoft Product, FastTrack, and Sales initiatives and presentations
  • Support new business pursuits through discovery, solution demonstrations, proposals, and estimates
  • Collaborate with internal architects and leaders to deliver best-in-class solutions for our clients

Skills & Competencies

• 7+ years of experience with Dynamics 365 solution delivery across Customer Engagement and Field Service
• Undergraduate or master's degree with a focus on Information Systems, Operations Management, Finance/Accounting, Computer Science, or equivalent experience
• Deep expertise in Dynamics 365 Field Service: work order management, scheduling and Resource Scheduling Optimization, agreements, customer assets, inventory, and the Field Service mobile application
• Working knowledge of Dynamics 365 Customer Service and Contact Center, including case management, unified routing, and omnichannel capabilities
• Experience with Azure DevOps (ADO) to capture and track solution scope work items
• Experience designing integrations using Dual-write, Business Events, and Azure services (Logic Apps, Functions, API Management)
• Experience with Copilot capabilities in Dynamics 365 and exposure to building agents in Microsoft Copilot Studio
• Working understanding of Power BI: data modeling, report and KPI creation, and deployment
• Current Microsoft role-based certification such as retired Field Service Functional Consultant Associate (MB-240) or Architect (PL-600), Agentic AI Business Solutions Architect (AB-100) or Dynamics 365 Contact Center AI Engineer Associate (AB-250)
• Industry knowledge of service operations business processes in sales, customer service, field service, and project delivery
• Professional presence, strong communication skills, and a proactive mindset, with the ability to engage effectively with clients and stakeholders at all levels of an organization
• Ability to work independently and as a team player to meet project deliverables on time
• Familiarity with Microsoft Success by Design and FastTrack engagement models
• Experience with Mavim and Leapwork is a plus

Benefits

• Remote work when not traveling to customer sites
• Unlimited PTO
• Companywide time off at the end of the year
• Full health benefits, vision, and dental
• 401K

Why Ludia

• Equal Opportunity Employer

Desirable Experience

• Experience in heavy equipment, energy, utilities, or engineering and construction
• Familiarity with Dynamics 365 Project Operations implementations
• Experience with Mavim and Leapwork