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.

Position Summary:

We are seeking a highly experienced Dynamics 365 Architect to design and deliver enterprise-scale Customer Service and Contact Center solutions leveraging Microsoft Dynamics 365, Power Platform, and Azure Communication Services. This role requires deep functional and technical expertise in Dynamics 365 Customer Service / Omnichannel, combined with strong leadership and architectural capabilities. The ideal candidate will act as a trusted advisor to stakeholders, ensuring scalable, secure, and high-performing solutions that enhance customer experience and operational efficiency.

Key Roles & Responsibilities:

Solution Architecture & Design:

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

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

• Integrate Dynamics 365 with telephony, IVR, CRM, ERP, and third-party applications to ensure seamless interoperability.

Technical Leadership:

• Provide architectural guidance to delivery and development teams across multiple transformation programs.

• Define technical roadmaps, standards, and best practices for scalable, secure, and resilient platform implementations.

• Conduct design and code reviews, ensuring adherence to enterprise architecture and compliance standards.

Implementation & Delivery:

• Drive the end-to-end project lifecycle — requirements gathering, solution design, customization, integration, testing, deployment, and hypercare support.

• Collaborate with business and product owners to translate functional requirements into robust technical solutions.

• Ensure high system availability, performance optimization, and adherence to SLAs.

Innovation & Optimization:

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

• Promote adoption of self-service portals, chatbots, and intelligent routing to improve efficiency and reduce operational costs.

• Continuously explore and implement new Microsoft Cloud innovations such as Fabric, AI Builder, and Cognitive Services.

Stakeholder Engagement:

• Act as a trusted advisor to senior business and IT leaders, presenting solution options and value-driven roadmaps.

• Partner with vendors and system integrators for telephony, AI, and integration services.

• Deliver executive-level presentations, reports, and updates on KPIs, solution design, and risk mitigation strategies.

Basic Qualifications:

• Bachelor's or Master's degree in Computer Science, Information Technology, or related field.

• Minimum 10 years of experience in CRM or Contact Center solution architecture.

• At least 5 years of hands-on experience with Microsoft Dynamics 365 Customer Service / Omnichannel.

• Strong knowledge of Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents).

• Experience in Azure Communication Services, AI-based customer engagement, and self-service solutions.

• Proven expertise in solution design, integration architecture, and technical leadership for enterprise-scale projects.

• Excellent communication, collaboration, and stakeholder management skills.

Preferred Qualifications:

• Experience integrating Dynamics 365 with leading cloud contact center platforms (Genesys, Cisco, Avaya, NICE, Five9, etc.).

• Understanding of data governance, security, and compliance frameworks (GDPR, ISO, PCI DSS).

• Exposure to AI-driven automation, Copilot, and bot frameworks.

• Microsoft Certifications such as:

  • Dynamics 365 Customer Service Functional Consultant Associate

  • Power Platform Solution Architect Expert

• Ability to work cross-functionally with business and technical teams to deliver scalable and resilient enterprise solutions.

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.