Dynamics 365 Architect – Customer Service

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 seeking an experienced Dynamics 365 Architect with a strong specialization in the Customer Service / Contact Center module to design, implement, and optimize enterprise-scale customer engagement platforms. The ideal candidate will have deep expertise in Dynamics 365 Customer Service, Omnichannel, Power Platform, and Azure Communication Services, and will play a critical role in driving digital transformation for customer support operations.

Key Responsibilities

• Solution Architecture & Design

• Lead the architecture, design, and deployment of Dynamics 365 Customer Service / Omnichannel solutions.

• Define end-to-end contact center architectures leveraging Dynamics 365, Power Platform, Azure Communication Services, and AI capabilities.

• Integrate D365 CC with telephony, IVR, chatbots, CRM, ERP, and third-party applications.

• Technical Leadership

• Provide architectural guidance to delivery teams across multiple customer support transformation programs.

• Define technical roadmaps, best practices, and standards for scalable and resilient customer service platforms.

• Conduct design reviews and ensure compliance with security, compliance, and enterprise standards.

• Implementation & Delivery

• Drive end-to-end implementation lifecycle including requirements gathering, solution design, customization, integration, testing, and go-live.

• Collaborate with business stakeholders, product owners, and customer experience leaders to translate requirements into technical solutions.

• Ensure high availability, performance optimization, and SLA adherence for omnichannel platforms.

• Innovation & Optimization

• Leverage AI/ML, Copilot, Power Virtual Agents, and automation to enhance agent productivity and customer experience.

• Drive adoption of self-service, chatbots, and intelligent routing to optimize cost-to-serve.

• Continuously assess new Microsoft Cloud innovations (Fabric, AI Builder, Cognitive Services) for contact center enhancement.

• Stakeholder Engagement

• Act as a trusted advisor for business and IT leaders, presenting solution options and value-driven 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 of experience in CRM/Contact Center solutions, with at least 5 years in Dynamics 365 Customer Service/Omnichannel.
• Proven track record of architecting and delivering large-scale customer service/contact center transformations.

• Strong hands-on knowledge of:

• Microsoft Dynamics 365 Customer Service / Omnichannel

• Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents)
• Azure Communication Services, Azure Cognitive Services

• Cloud Contact Center integrations (Genesys, Cisco, Avaya, NICE, Five9, etc.

• Deep understanding of case management, SLA/KPI tracking, routing rules, agent desktops, knowledge management.

• Experience with AI-powered customer service (chatbots, generative AI, predictive routing).
• Strong knowledge of security, compliance, and data governance (GDPR, PCI DSS, ISO standards).

• Certifications preferred:

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate

• Microsoft Certified: Power Platform Solution Architect Expert

Soft Skills

• Strong leadership and stakeholder management skills.
• Excellent communication and presentation ability (executive and technical audiences).
• Ability to balance innovation vs. cost/risk in enterprise solutions.
• Strong problem-solving, conflict resolution, and vendor negotiation skills.

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.