Dynamics 365 Architect - Customer Service / Contact Center
Gruve
About Gruve
Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.
About the Role
We are looking for an experienced Dynamics 365 Architect specializing in the Customer Service / Contact Center module. The role focuses on designing, implementing, and optimizing enterprise-scale customer engagement platforms. The ideal candidate will leverage deep expertise in Dynamics 365 Customer Service, Omnichannel, Power Platform, and Azure Communication Services to drive digital transformation in customer support operations.
Key Responsibilities
Solution Architecture & Design
- Lead architecture, design, and deployment of Dynamics 365 Customer Service / Omnichannel solutions.
- Define end-to-end contact center architectures using Dynamics 365, Power Platform, Azure Communication Services, and AI.
- Integrate D365 CC with telephony, IVR, chatbots, CRM, ERP, and third-party applications.
Technical Leadership
- Provide architectural guidance to delivery teams across multiple transformation programs.
- Define technical roadmaps, best practices, and standards for scalable, resilient customer service platforms.
- Conduct design reviews ensuring security, compliance, and enterprise standards.
Implementation & Delivery
- Manage end-to-end implementation lifecycle: requirements, solution design, customization, integration, testing, and go-live.
- Collaborate with business stakeholders and product owners to translate requirements into technical solutions.
- Ensure high availability, performance, and SLA adherence for omnichannel platforms.
Innovation & Optimization
- Utilize AI/ML, Copilot, Power Virtual Agents, and automation to enhance agent productivity and customer experience.
- Promote adoption of self-service, chatbots, and intelligent routing to optimize cost-to-serve.
- Evaluate Microsoft Cloud innovations (Fabric, AI Builder, Cognitive Services) for contact center enhancements.
Stakeholder Engagement
- Act as a trusted advisor for business and IT leaders, presenting solution options and roadmaps.
- Manage vendor/partner relationships for telephony, AI, and integration platforms.
- Deliver executive-level reporting on solution design, KPIs, risks, and program progress.
Preferred Qualifications
- 10+ years in CRM/Contact Center solutions, with 5+ years in Dynamics 365 Customer Service / Omnichannel.
- Hands-on expertise in Dynamics 365 Customer Service/Omnichannel, Power Platform (Apps, Automate, BI, Virtual Agents), Azure Communication & Cognitive Services, and Cloud Contact Center integrations (Genesys, Cisco, Avaya, NICE, Five9).
- Experience with AI-powered customer service (chatbots, generative AI, predictive routing).
- Strong knowledge of security, compliance, and data governance (GDPR, PCI DSS, ISO).
- Preferred certifications: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, Power Platform Solution Architect Expert, Azure Solutions Architect Expert.
Basic Qualifications
- Strong leadership, stakeholder management, and vendor negotiation skills.
- Excellent communication and presentation skills for executive and technical audiences.
- Proven ability to balance innovation with cost and risk in enterprise solutions.
- Problem-solving, conflict resolution, and strategic thinking capabilities.
Salary Range
$165000 - $175000 USD
This position is being hired for a customer of Gruve.
Why Gruve
At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.
Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.