Microsoft Dynamics 365 CRM & AI Solutions Architect

About the Role

We are looking for an experienced Microsoft Dynamics 365 CRM & AI Solutions Architect to lead the design and delivery of enterprise-grade CRM solutions, combining Microsoft Dynamics 365, Power Platform, Azure technologies, and emerging AI capabilities.

In this role, you will define end-to-end technical architectures, guide development teams, and translate complex business requirements into scalable, secure, and maintainable solutions. A key focus will be the integration of intelligent automation and agentic AI into CRM environments to enhance customer engagement, streamline operations, and deliver measurable business value.

The ideal candidate will bring a strong combination of technical architecture, functional CRM knowledge, integration expertise, and practical experience with Microsoft's AI ecosystem.

Key Responsibilities

Solution Architecture & Technical Leadership

• Design and oversee end-to-end architectures for Microsoft Dynamics 365 Customer Engagement and Power Platform solutions.
• Translate business objectives and functional requirements into robust technical designs aligned with enterprise architecture standards.
• Provide architectural guidance to developers and technical consultants, reviewing solution designs, customisations, integrations, and code quality.
• Lead the design of integrations between Dynamics 365 and external enterprise applications using Azure services, APIs, and middleware technologies.
• Establish development standards, architecture governance, security practices, and application lifecycle management processes.
• Oversee data migration, performance optimisation, environment management, and deployment strategies.
• Identify architectural risks and dependencies, define mitigation plans, and support successful delivery across the project lifecycle.
• Coach technical teams and promote best practices across Dynamics 365, Power Platform, cloud integration, and AI-enabled solutions.

Dynamics 365 & Power Platform Expertise

• Lead the implementation and customisation of Microsoft Dynamics 365 Customer Engagement solutions.
• Design solutions using Microsoft Dataverse, Power Apps, Power Automate, and Power BI.
• Work across relevant CRM capabilities, including Sales, Customer Service, case management, and marketing-related processes.
• Define appropriate approaches for extending the platform through plugins, custom workflows, custom APIs, and client-side scripting.
• Ensure solutions are scalable, maintainable, secure, and aligned with Microsoft's recommended architecture patterns.
• Drive effective use of solution management, source control, automated testing, and CI/CD pipelines using Azure DevOps.

AI Architecture & Agentic Solutions

• Define the architecture and implementation strategy for AI-powered CRM and business process solutions.
• Design and implement intelligent agents using Microsoft Copilot Studio, Dynamics 365 Copilot capabilities, and Azure AI technologies.
• Develop agentic AI architectures incorporating autonomous and multi-agent patterns, orchestration, tool integration, and human oversight.
• Identify opportunities to embed AI into customer service, sales, knowledge management, and operational workflows.
• Lead proof-of-concept initiatives and guide the transition of successful AI solutions into secure, production-ready enterprise deployments.
• Establish governance frameworks covering AI security, responsible AI, monitoring, lifecycle management, and operational controls.
• Support development teams in prompt engineering, agent design, and the adoption of emerging AI capabilities.
• Define and measure business outcomes such as reduced manual effort, faster case resolution, improved customer experience, and increased productivity.

Intelligent CRM & Enterprise Knowledge Integration

• Design AI-enabled CRM capabilities such as case summarisation, intelligent lead qualification, sentiment analysis, knowledge discovery, and next-best-action recommendations.
• Apply large language models (LLMs), prompt engineering, function calling, and context management to enterprise use cases.
• Architect knowledge-grounding solutions using Retrieval-Augmented Generation (RAG), Azure AI Search, semantic search, and vector-based retrieval.
• Integrate AI agents and CRM processes with enterprise data sources, APIs, and business applications.
• Design automation and integration patterns using Azure Functions, Logic Apps, Service Bus, custom connectors, and Power Automate.
• Ensure AI-generated outputs and automated actions are appropriately governed, monitored, and aligned with business requirements.

Technical Requirements

Dynamics 365 & Development

• Strong hands-on experience with Microsoft Dynamics 365 Customer Engagement (CRM).
• Extensive knowledge of Microsoft Dataverse and the Power Platform ecosystem.
• Proficiency in C#, .NET Framework/.NET Core, JavaScript, and TypeScript.
• Experience developing and extending plugins, custom workflows, custom APIs, and other Dynamics 365 components.
• Solid understanding of CRM functional processes, particularly Sales, Customer Service, case management, and marketing-related capabilities.
• Experience with solution management, application lifecycle management (ALM), and CI/CD pipelines using Azure DevOps.

Cloud, Integration & Data

• Experience designing enterprise integrations using Azure Integration Services.
• Strong understanding of REST APIs, web services, and Dataverse APIs.
• Practical knowledge of Azure Functions, Logic Apps, Service Bus, and custom connectors.
• Experience with enterprise data integration, migration, security, and performance optimisation.

AI & Microsoft Copilot

• Knowledge of the Microsoft AI ecosystem, including Dynamics 365 Copilot, Microsoft 365 Copilot, Copilot Studio, Azure OpenAI, Azure AI Foundry, AI Builder, and Power Platform Copilot capabilities.
• Experience designing AI agents, agent orchestration patterns, and human-in-the-loop workflows.
• Understanding of LLMs, prompt engineering, function calling, tool integration, and context management.
• Experience implementing AI-driven CRM capabilities and intelligent business process automation.
• Knowledge of RAG, Azure AI Search, vector search, semantic search, and enterprise knowledge grounding.
• Understanding of AI governance, responsible AI principles, security, monitoring, and agent lifecycle management.

Leadership & Professional Skills

• Strong architectural leadership and the ability to guide multidisciplinary technical teams.
• Excellent analytical, problem-solving, and strategic decision-making skills.
• Ability to communicate complex technical concepts clearly to business stakeholders and senior management.
• Experience collaborating across business, functional, and technical teams.
• A proactive approach to innovation, continuous improvement, and emerging technologies.
• Strong ownership of architecture quality, delivery standards, governance, and technical outcomes.

What Success Looks Like

• Delivery of scalable, secure, and maintainable Dynamics 365 CRM architectures.
• Successful integration of AI agents and intelligent automation into business-critical workflows.
• Improved operational efficiency and customer experience through practical AI adoption.
• Consistent application of architecture standards, development best practices, and governance controls.
• Effective technical leadership that enables teams to deliver high-quality solutions and measurable business results.