Dynamics 365 Enterprise AI Architect
CapgeminiAbout the role
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.
Locations: New York, NY / Chicago, IL / Atlanta, GA / Charlotte, NC / Columbia, SC
No sponsorship available (including H1B, OPT, CPT)
Position Overview
We are seeking a Dynamics 365 Enterprise AI Architect to lead the enterprise architecture and target-state design for a Microsoft-based customer engagement and contact center ecosystem.
This role will define and drive architecture across Dynamics 365 Customer Service, Dynamics 365 Sales, Omnichannel, Copilot Studio, Azure, Power Platform, Microsoft Teams, and Dataverse, supporting enterprise-scale transformation across sales and customer service functions.
The ideal candidate combines deep hands-on Dynamics 365 expertise, enterprise architecture leadership, and strong experience with AI/Copilot and Azure integration patterns.
Key Responsibilities
Enterprise Architecture & Target-State Design
- Define and own end-to-end enterprise architecture for a Microsoft-based customer engagement and CCaaS platform
- Establish target-state architecture across sales, service, channels, integrations, data, and security
- Develop architecture principles, standards, patterns, and governance guardrails
Dynamics 365 Customer Engagement Architecture
- Architect solutions across Dynamics 365 Sales, Customer Service, and Omnichannel
- Design end-to-end customer and seller journeys including:
- Lead-to-opportunity
- Opportunity-to-close
- Account management
- Case management and resolution
- Define architecture for:
- Sales automation (pipeline, forecasting, territory management)
- Case management and service workflows
- Routing, queues, workstreams, and skills-based distribution
Microsoft Ecosystem & Platform Architecture
- Architect solutions leveraging:
- Power Platform (Power Apps, Power Automate, Power BI)
- Microsoft Teams and Microsoft 365
- Define patterns for integration with third-party and ISV platforms including:
- Telephony / voice / CTI
- WFM/WEM
- Marketing automation
- Analytics platforms
Key Responsibilities
AI, Copilot & Automation
- Design and govern Copilot Studio solutions across sales and service
- Enable use cases including:
- Virtual agents and conversational AI
- Agent assist and sales copilots
- Lead qualification and opportunity insights
- Workflow automation and next-best-action recommendations
- Define AI governance including prompt design, security, and responsible AI controls
Azure & Integration Architecture
- Define Azure-native integration patterns using:
- API Management
- Logic Apps
- Azure Functions
- Service Bus / Event Grid
- Architect integrations across:
- CRM, ERP, identity systems
- Telephony and contact center platforms
- Enterprise data and analytics platforms
Data, Analytics & Observability
- Own data architecture leveraging Dataverse as the core platform
- Define customer 360 data models across sales and service domains
- Establish governance for:
- Data lineage, retention, and privacy
- Master data management
- Define analytics architecture using Power BI and Azure analytics services
- Implement observability for monitoring, logging, and performance tuning
Security & Non-Functional Requirements
- Define architecture for:
- Scalability, availability, and performance
- Security and privacy
- Disaster recovery and resiliency
- Align with Microsoft security standards including:
- Entra ID, RBAC, managed identities, Key Vault, conditional access
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