Dynamic 365 Architect

Job Title: Dynamics 365 Solution Architect Job Type:

Full-time Location: India Work regime: Remote Keywords: Dynamics 365 Customer Service, Dataverse entity design

and Power Platform .

About the Role: We are seeking an experienced Dynamics 365 Solution Architect to design and lead enterprise-scale solutions built on Dynamics 365 Customer Service and the Power Platform. The role focuses on architecting customer service capabilities, integrating contact center platforms, designing scalable Dataverse data models, and enabling advanced insights through D365 Insights and analytics modules. The architect will work closely with business stakeholders, technical teams, and integration partners to deliver secure, high-performing solutions.

Key Responsibilities Design end-to-end solutions using

Dynamics 365 Customer Service , aligned with enterprise architecture and business objectives. Define

application architecture , customization strategy (OOB vs custom), and extensibility approach. Architect

model-driven apps , business process flows (BPFs), forms, views, dashboards, and case management workflows. Lead the design of

Dataverse entities , relationships, business rules, and data governance standards. Ensure data models support scalability, reporting, and integration requirements. Define security models using

Dataverse roles, field-level security, and row-level access . Architect integrations with

contact center platforms

(e.g., Dynamics 365 Contact Center / Omnichannel, LiveVox, Genesys, Five9, etc.). Enable voice, chat, email, and digital channel integrations with case management and customer timelines. Design CTI integrations, screen pops, activity synchronization, and call analytics. Design solutions using

Dynamics 365 Insights , Customer Service analytics, and dashboards. Integrate operational and customer interaction data for reporting and KPIs. Collaborate with data teams to enable advanced analytics using

Power BI ,

Dataverse analytics , or external data platforms. Architect

external system integrations

using

Power Automate ,

Azure Logic Apps ,

Azure Functions , GCP services and

API Management . Define integration patterns (real-time, event-driven, batch) and error-handling strategies. Define and enforce

D365 and Power Platform governance , ALM strategy, and deployment standards. Ensure solutions adhere to

security, compliance, and performance best practices . Lead architecture reviews, technical design documentation, and client approvals. Mentor developers and review solution designs and implementations. Ensure secure integrations using

OAuth2, Azure AD, managed identities , and token-based authentication.

Qualifications: 10 to 14 years of experience in IT operations or production support, with at least 5 years in a leadership role. Extensive experience with

Dynamics 365 Customer Service

and Power Platform. Strong expertise in

Dataverse entity design , relationships, security roles, and performance considerations. Proven experience integrating

contact center platforms

with D365. Hands-on experience with

Power Automate , Azure integrations, and REST APIs. Strong understanding of

D365 Insights / analytics modules

and reporting capabilities. Experience with

model-driven apps , BPFs, SLAs, queues, routing rules, and case lifecycle management. Strong stakeholder communication and documentation skills.

Preferred Skills: Microsoft certifications such as: Power Platform Solution Architect Expert Dynamics 365 Customer Service Functional Consultant Experience in

large-scale enterprise or regulated environments

(healthcare, finance, public sector). Familiarity with

DevOps / ALM for Power Platform

(solutions, pipelines, environment strategy). Experience with

Omnichannel for Customer Service

and AI-based routing or insights.

A little about us: Innova Solutions is a diverse and award-winning global technology services partner. We provide our clients with strategic technology, talent, and business transformation solutions, enabling them to be leaders in their field. Founded in 1998, headquartered in Atlanta (Duluth), Georgia. Employs over 50,000 professionals worldwide, with annual revenue approaching $3.0B. Delivers strategic technology and business transformation solutions globally. Operates through global delivery centers across North America, Asia, and Europe. Provides services for data center migration and workload development for cloud service providers. Awardee of prestigious recognitions including: Women’s Choice Awards - Best Companies to Work for Women & Millennials, 2024 Forbes, America’s Best Temporary Staffing and Best Professional Recruiting Firms, 2023 American Best in Business, Globee Awards, Healthcare Vulnerability Technology Solutions, 2023 Global Health & Pharma, Best Full Service Workforce Lifecycle Management Enterprise, 2023 Received 3 SBU Leadership in Business Awards Stevie International Business Awards, Denials Remediation Healthcare Technology Solutions, 2023