Innova Solutions - MS Dynamics 365 Architect

About the Role :

We are seeking an experienced Dynamics 365 Solution Architect to design and lead enterprise-scale solutions built on Dynamics 365 Customer Service and the Power Platform. The role focuses on architecting customer service capabilities, integrating contact center platforms, designing scalable Dataverse data models, and enabling advanced insights through D365 Insights and analytics modules. The architect will work closely with business stakeholders, technical teams, and integration partners to deliver secure, high-performing solutions.

Key Responsibilities :

- Design end-to-end solutions using Dynamics 365 Customer Service, aligned with enterprise architecture and business objectives.

- Define application architecture, customization strategy (OOB vs custom), and extensibility approach.

- Architect model-driven apps, business process flows (BPFs), forms, views, dashboards, and case management workflows.

- Lead the design of Dataverse entities, relationships, business rules, and data governance standards.

- Ensure data models support scalability, reporting, and integration requirements.

- Define security models using Dataverse roles, field-level security, and row-level access.

- Architect integrations with contact center platforms (e.g., Dynamics 365 Contact Center / Omnichannel, LiveVox, Genesys, Five9, etc.).

- Enable voice, chat, email, and digital channel integrations with case management and customer timelines.

- Design CTI integrations, screen pops, activity synchronization, and call analytics.

- Design solutions using Dynamics 365 Insights, Customer Service analytics, and dashboards.

- Integrate operational and customer interaction data for reporting and KPIs.

- Collaborate with data teams to enable advanced analytics using Power BI, Dataverse analytics, or external data platforms.

- Architect external system integrations using Power Automate, Azure Logic Apps, Azure Functions, GCP services and API Management.

- Define integration patterns (real-time, event-driven, batch) and error-handling strategies.

- Define and enforce D365 and Power Platform governance, ALM strategy, and deployment standards.

- Ensure solutions adhere to security, compliance, and performance best practices.

- Lead architecture reviews, technical design documentation, and client approvals.

- Mentor developers and review solution designs and implementations.

- Ensure secure integrations using OAuth2, Azure AD, managed identities, and token-based authentication.

Qualifications :

- 10 to 14 years of experience in IT operations or production support, with at least 5 years in a leadership role.

- Extensive experience with Dynamics 365 Customer Service and Power Platform.

- Strong expertise in Dataverse entity design, relationships, security roles, and performance considerations.

- Proven experience integrating contact center platforms with D365.

- Hands-on experience with Power Automate, Azure integrations, and REST APIs.

- Strong understanding of D365 Insights / analytics modules and reporting capabilities.

- Experience with model-driven apps, BPFs, SLAs, queues, routing rules, and case lifecycle management.

- Strong stakeholder communication and documentation skills.

Preferred Skills :

- Microsoft certifications such as :

1. Power Platform Solution Architect Expert

2. Dynamics 365 Customer Service Functional Consultant

- Experience in large-scale enterprise or regulated environments (healthcare, finance, public sector).

- Familiarity with DevOps / ALM for Power Platform (solutions, pipelines, environment strategy).

- Experience with Omnichannel for Customer Service and AI-based routing or insights.