Dynamics 365 Architect – Customer Service, Contact Center

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November 4

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Gruve

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Artificial Intelligence • Cybersecurity • Enterprise

Gruve is an enterprise technology company that designs, builds, and operates AI-ready data center networks and delivers AI-driven solutions for businesses. The company provides Enterprise AI services (including LLM and advanced analytics deployments), AI infrastructure and GPU-rich compute environments, network automation, cybersecurity advisory and managed security services, and workload migration and platform modernization. Gruve positions itself as a provider of AI teammates, customer experience automation, and applied data strategy to help large organizations adopt and scale AI securely.

201 - 500 employees

Founded 2024

🤖 Artificial Intelligence

🔒 Cybersecurity

🏢 Enterprise

📋 Description

• Lead architecture, design, and deployment of Dynamics 365 Customer Service / Omnichannel solutions. • Define end-to-end contact center architectures using Dynamics 365, Power Platform, Azure Communication Services, and AI. • Integrate D365 CC with telephony, IVR, chatbots, CRM, ERP, and third-party applications. • Provide architectural guidance to delivery teams across multiple transformation programs. • Define technical roadmaps, best practices, and standards for scalable, resilient customer service platforms. • Conduct design reviews ensuring security, compliance, and enterprise standards. • Manage end-to-end implementation lifecycle: requirements, solution design, customization, integration, testing, and go-live. • Collaborate with business stakeholders and product owners to translate requirements into technical solutions. • Ensure high availability, performance, and SLA adherence for omnichannel platforms. • Utilize AI/ML, Copilot, Power Virtual Agents, and automation to enhance agent productivity and customer experience. • Promote adoption of self-service, chatbots, and intelligent routing to optimize cost-to-serve. • Evaluate Microsoft Cloud innovations (Fabric, AI Builder, Cognitive Services) for contact center enhancements. • Act as a trusted advisor for business and IT leaders, presenting solution options and roadmaps. • Manage vendor/partner relationships for telephony, AI, and integration platforms. • Deliver executive-level reporting on solution design, KPIs, risks, and program progress.

🎯 Requirements

• 10+ years in CRM/Contact Center solutions, with 5+ years in Dynamics 365 Customer Service / Omnichannel. • Hands-on expertise in Dynamics 365 Customer Service/Omnichannel, Power Platform (Apps, Automate, BI, Virtual Agents), Azure Communication & Cognitive Services, and Cloud Contact Center integrations (Genesys, Cisco, Avaya, NICE, Five9). • Experience with AI-powered customer service (chatbots, generative AI, predictive routing). • Strong knowledge of security, compliance, and data governance (GDPR, PCI DSS, ISO). • Preferred certifications: Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate, Power Platform Solution Architect Expert, Azure Solutions Architect Expert. • Strong leadership, stakeholder management, and vendor negotiation skills. • Excellent communication and presentation skills for executive and technical audiences. • Proven ability to balance innovation with cost and risk in enterprise solutions. • Problem-solving, conflict resolution, and strategic thinking capabilities.