Solutions Architect – Dynamics 365, Omnichannel Solutions

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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 the architecture, design, and deployment of Dynamics 365 Customer Service and Omnichannel solutions. • Define end-to-end contact center architectures using Power Platform, Azure Communication Services, and AI capabilities. • Integrate Dynamics 365 with CRM, ERP, telephony systems, IVR platforms, chatbots, and third-party applications. • Provide architectural leadership across multiple transformation programs and customer experience initiatives. • Establish best practices, technical standards, and roadmaps for scalable and resilient customer service platforms. • Oversee the full delivery lifecycle including design, configuration, integration, testing, and production deployment. • Collaborate with business stakeholders to convert requirements into technical designs and implementation plans. • Ensure system availability, performance optimization, and adherence to SLAs across omnichannel services. • Implement AI-driven capabilities such as Copilot, intelligent routing, chatbots, and automation workflows. • Act as a trusted advisor to senior leadership by presenting architectural strategies and solution roadmaps. • Manage vendor relationships with telephony providers, AI solution partners, and cloud service vendors. • Deliver executive-level reporting on architecture decisions, KPIs, risks, and platform performance.

🎯 Requirements

• Bachelor’s degree in Computer Science, Information Technology, or related field. • 10+ years of experience in CRM / Contact Center platforms with at least 5 years in Dynamics 365 Customer Service or Omnichannel. • Hands-on experience with: • Dynamics 365 Customer Service & Omnichannel • Power Platform (Power Apps, Power Automate, Power BI, Virtual Agents) • Azure Communication Services • Experience integrating with contact center solutions such as Genesys, Cisco, Avaya, NICE, or Five9. • Strong understanding of security and compliance frameworks (GDPR, PCI DSS, ISO). • Excellent communication, leadership, and stakeholder management skills. • Proven ability to lead enterprise-scale digital transformation initiatives.

🏖️ Benefits

• Health insurance • 401(k) matching • Flexible work hours • Paid time off • Remote work options