Technical Architect - Sales, Service and Customer Experience
Milton CAT · Milford, MA · 1 mo ago
EngineeringFull-time
Responsibilities
- Technical Leadership & Architecture
- Serve as the technical leader for Sales and Service applications, with primary focus on Microsoft Dynamics 365 CE (Sales and Service).
- Define and maintain solution architecture, implementation standards, and best practices.
- Provide hands-on guidance for configuration and customization, data model and security design, integrations with downstream and upstream systems, and application lifecycle management (ALM).
- Review and approve technical designs, ensuring alignment with enterprise standards and long-term maintainability.
- Hands-On Delivery & Support
- Actively contribute to complex configurations and enhancements, issue triage and root-cause analysis, and release planning and production deployments.
- Lead and support implementations and enhancements leveraging kanban and scrum methodologies.
- Oversee platform health, performance, and adoption; identify opportunities for optimization and automation.
- Partner with vendors and system integrators while retaining internal technical ownership.
- Roadmap & Strategy
- Collaborate with business partners to translate business needs into technical roadmaps and future functionality.
- Balance short-term delivery with long-term platform scalability and usability.
- Evaluate new features and capabilities within the Microsoft ecosystem and adjacent tools.
- Vendor Management
- Serve as the primary point of contact for assigned technology vendors supporting sales and service applications, managing day-to-day relationships and escalation paths.
- Manage vendor-led implementations, integrations, and proof-of-concept initiatives, ensuring delivery aligns with scope, timeline, and quality expectations.
- Own vendor performance management, including SLAs, KPIs, uptime, support responsiveness, release quality, and adherence to contractual commitments.
- Identify opportunities to rationalize vendors, reduce redundancy, and improve total cost of ownership across the sales and service application ecosystem.
- Set clear technical expectations and ensure consistent delivery quality.
- Foster a collaborative, accountable, and service-oriented team culture.
- Stakeholder Collaboration
- Act as a trusted technical partner to Sales, Service, and Operations leadership.
- Communicate complex technical concepts clearly to non-technical audiences.
- Align application capabilities to business processes and productivity goals.
- 7+ years of experience in IT, with significant hands-on experience in Microsoft Dynamics 365 CE or similar CRM platforms.
- 4+ years in a technical architecture or team lead role, ideally as a working architect.
- Deep experience with MS Customer Engagement, Power Platform (Power Automate, Power Apps, Dataverse), and integrations (APIs, middleware, data synchronization).
- Demonstrated experience managing IT procurement activities, vendor contracts, and application budgets, including forecasting and cost optimization.
- Strong understanding of CRM data models, security roles, and business process design.
- Proven ability to support production environments and manage platform stability.
- Experience working closely with business stakeholders in Sales and Service domains.
- Background in equipment rental, field service, or asset-centric business environments.
- MICROSOFT CERTIFICATIONS (Microsoft Dynamics 365 CE, Power Platform, Azure).
- Experience with Texada iQuote or similar CPQ / quoting tools.
- Familiarity with Azure integration services (Logic Apps, Azure Functions, Service Bus).
- Experience defining ALM strategies and managing release pipelines.