Customer Experience Solution Architect (Microsoft Dynamics 365 CRM)

Job Title

Customer Experience Solution Architect (Microsoft Dynamics 365 CRM)

Role Summary

We are seeking an experienced Customer Experience Solution Architect with strong expertise in Microsoft Dynamics CRM/Dynamics 365 to lead the design, documentation, and modernization of enterprise customer engagement solutions. The ideal candidate will have extensive experience in solution architecture, enterprise integrations, CRM platforms, and customer experience transformation initiatives.

This role requires defining current-state and target-state architectures, designing scalable enterprise solutions, conducting discovery workshops, collaborating with business and technical stakeholders, and establishing governance and operational support models.

Key Responsibilities

Solution Architecture

• Design and document current-state and target-state solution architectures for enterprise customer experience platforms.
• Define scalable, secure, and high-performing solution architectures aligned with enterprise standards.
• Assess existing technology landscapes and recommend modernization and rationalization strategies.
• Develop architecture roadmaps supporting customer experience transformation initiatives.

Microsoft Dynamics 365 / CRM

• Architect and design Microsoft Dynamics CRM / Dynamics 365 solutions.
• Lead CRM solution design across Customer Service, Sales, Customer Portals, and Customer Experience platforms.
• Ensure CRM solutions follow Microsoft best practices, scalability, and governance standards.
• Support CRM modernization and digital transformation initiatives.

Enterprise Integration

• Design integrations between Dynamics 365 and enterprise applications, including:
  • ERP systems (JDE preferred)
  • Customer Portals
  • CMS/Web Platforms
  • Customer Data Platforms
  • Third-party enterprise applications
• Define API, middleware, and enterprise integration patterns.

Documentation & Governance

Develop and maintain:

• Solution Architecture Documents (SAD)
• Application Inventories
• Integration Architecture Diagrams
• Current-State & Target-State Architecture Documents
• Deployment Guides
• Operational Runbooks
• Governance Models
• Support Transition Documentation
• Knowledge Transfer Documents

Stakeholder & Business Engagement

• Conduct discovery workshops with business and technical stakeholders.
• Gather business, functional, and technical requirements.
• Present architecture recommendations to leadership and executive stakeholders.
• Collaborate with Enterprise Architects, Product Owners, Infrastructure, Development, and Support teams.

Operational Excellence

• Establish architecture governance standards and best practices.
• Define application support models and operational governance.
• Lead support transition and knowledge transfer activities.
• Ensure compliance with enterprise architecture standards and security policies.

Required Skills & Qualifications

Experience

• 12+ years of overall IT experience.
• Minimum 5+ years as a Solution Architect, Enterprise Architect, or CRM Architect.
• Experience designing enterprise-scale CRM and customer experience solutions.
• Proven experience leading customer experience transformation programs.

CRM Technologies

• Microsoft Dynamics CRM
• Microsoft Dynamics 365
• Customer Service
• Customer Portals
• Customer Data Management
• CRM Solution Architecture

Enterprise Architecture

• Current-State Architecture
• Target-State Architecture
• Enterprise Architecture Frameworks
• Application Rationalization
• Solution Design
• Architecture Governance

Integration Technologies

• Enterprise Integration Patterns
• REST APIs
• SOAP Services
• Middleware
• ERP Integration
• JDE Integration (Preferred)

Documentation

• Solution Architecture Documents
• Application Inventory
• Integration Diagrams
• Deployment Guides
• Runbooks
• Governance Models
• Support Transition Documentation

Business & Leadership

• Discovery Workshops
• Stakeholder Management
• Business Requirement Gathering
• Technical Leadership
• Executive Presentations
• Communication & Collaboration

Preferred Skills

• Microsoft Dynamics 365 Certifications
• TOGAF or Enterprise Architecture Certification
• AI-assisted Customer Engagement Solutions
• Customer Experience (CX) Transformation
• ERP (JDE) Integration
• Homebuilding / Construction / Real Estate Domain Experience
• Architecture Repository Tools
• Knowledge Transfer & Support Transition

Soft Skills

• Strong communication and presentation skills
• Stakeholder management
• Leadership and mentoring
• Strategic thinking
• Problem-solving
• Documentation excellence
• Cross-functional collaboration

Domain

• Customer Experience (CX)
• CRM
• Microsoft Dynamics 365
• Enterprise Architecture
• Digital Transformation
• Customer Service Solutions

Experience Required

• 12+ Years Overall IT Experience
• 5+ Years as Solution Architect / Enterprise Architect / CRM Architect