Cloud Solution Architect – D365 Customer Service
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Job Description
Cloud Solution Architect driving service transformation for customers using Microsoft Dynamics 365 Customer Service. Supporting customer journey optimization and AI-driven insights for improved service outcomes.
Responsibilities:
- Become a trusted advisor to customers and partners by leveraging your expertise in Business Applications and Dynamics 365 Customer Service to deliver on Customer Success Plan outcomes.
- Guide customers through service transformation journeys, from case management optimization to knowledge-driven support.
- Capture and share insights from customer engagements with engineering and product teams to influence the evolution of Dynamics 365 Customer Service capabilities, including case routing, service-level agreements (SLAs), and agent productivity tools.
- Identify opportunities to drive business outcomes through the adoption of D365 Customer Service features such as case lifecycle automation, integrated knowledge bases, AI-powered suggestions, and customer self-service portals.
- Partner with customers to overcome blockers to deployment and usage by applying your technical, functional, and project management expertise.
- Leverage your understanding of Business Applications and D365 Customer Service to uncover new opportunities for value creation, including cross-sell/upsell of related capabilities like Power Virtual Agents, Customer Insights, and Power Automate.
- Continuously enhance your skills and stay informed on the latest D365 Customer Service roadmap, best practices, and industry trends.
- Support customers in reimagining their service delivery models by aligning technology with business goals—whether through proactive service, omnichannel engagement, or agent enablement.
Requirements:
- Bachelor’s Degree in Computer Science, Information Technology, Engineering, Business, or related field AND several years of experience in cloud technologies, IT consulting, systems implementation, or business applications OR equivalent experience
- Deep technical expertise in Microsoft Dynamics 365 Customer Service and Power Platform, particularly in enterprise-scale architecture, implementation, and operations
- Proven experience in customer-facing roles, with a strong ability to influence stakeholders and drive business outcomes
- Demonstrated success in delivering service transformation projects involving case management, knowledge management, SLAs, and customer engagement strategies
- Must have experience with Dataverse (formerly known as CDS Common Data Service)
Benefits:
- medical, dental, and vision insurance
- comprehensive employee assistance program
- 401(k) retirement plan
- paid time off and holidays
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