Dynamics 365 Enterprise AI Architect

Job Role:

Role: Dynamics 365 Enterprise AI Architect

Location: Atlanta, GA 

Duration: Fulltime Employment

Enterprise Architecture & Target-State Design

• Define and own the end-to-end enterprise architecture for a Microsoft-native CCaaS and Customer Engagement platform spanning Dynamics 365 Customer Service, Dynamics 365 Sales, and the broader Microsoft ecosystem.
• Establish target-state architecture across customer engagement, sales lifecycle, channels, agent and seller experience, integrations, data, security, and operations aligned to enterprise standards and revenue/CX outcomes.
• Define architecture principles, reference architectures, patterns, and guardrails enabling scalable contact center modernization and sales transformation.

Dynamics 365 Customer Engagement (Sales + Customer Service) Architecture

• Architect integrated solutions across Dynamics 365 Customer Service, Omnichannel for Customer Service, and Dynamics 365 Sales to enable end-to-end customer and sales journeys.
• Design unified customer and seller experiences including lead-to-opportunity, opportunity-to-close, account management, case management, and service resolution.
• Define architectures for sales automation (lead management, pipeline management, forecasting, territory management), customer insights, and omnichannel engagement.
• Design agent and seller workspaces, case and opportunity orchestration, session management, routing rules, queues, workstreams, and skills-based distribution.
• Ensure tight alignment between sales and service processes to drive cross-sell/upsell, improved conversion, and customer lifetime value.
• Align solutions with KPIs such as revenue growth, win rate, pipeline velocity, AHT, FCR, CSAT, NPS, and deflection.

Microsoft Ecosystem Architecture (End-to-End Platform Enablement)

• Define architecture leveraging the full Microsoft stack including Power Platform (Power Apps, Power Automate, Power BI), Microsoft Teams, Microsoft 365, and Dynamics 365.
• Architect collaboration and productivity integration using Teams (embedded calling, collaboration, and workflows for agents and sellers).
• Leverage Power Platform for low-code extensibility, automation, reporting, and rapid solution acceleration across sales and service scenarios.
• Define patterns for integrating third-party and Microsoft ISV solutions (WFM/WEM, CTI/voice, CPaaS, marketing automation, analytics platforms).
• Enable connected experiences across Dynamics 365 Sales, Customer Insights, Customer Service, and external CX and revenue platforms.

Copilot Studio, AI & Automation Architecture

• Architect and govern Copilot Studio solutions across service and sales scenarios, including virtual agents, sales copilots, conversational AI, and workflow automation.
• Define patterns for intelligent lead qualification, opportunity insights, agent assist, knowledge recommendations, and next-best-action guidance.
• Establish patterns for bot-to-agent and bot-to-seller handoff, context preservation, identity propagation, and escalation scenarios.
• Define governance for AI including prompt design, model usage, security controls, monitoring, and responsible AI guardrails.

Azure & Integration Architecture

• Define Azure-native integration patterns using Azure API Management, Logic Apps, Azure Functions, Service Bus/Event Grid, and secure networking constructs.
• Architect integrations between Dynamics 365 Sales/Customer Service and enterprise systems including customer identity, ERP, core business systems, marketing platforms, knowledge repositories, WFM/WEM, telephony/voice, QA/recording, and analytics solutions.
• Establish API standards, canonical models, event-driven architecture patterns, error handling, retries, idempotency, and resiliency design.