Job Description
We are looking for an experienced Dynamics 365 CRM Solution Architect to design and lead the implementation of enterprise-grade contact center and customer service solutions within the banking and financial services sector .
You will be responsible for defining the end-to-end CRM architecture using Dynamics 365 Customer Service and Omnichannel , ensuring scalability, security, regulatory compliance, and seamless customer experiences across all service channels.
Key Responsibilities
Define the overall CRM solution architecture for banking contact center programs
Design scalable and secure architectures using Dynamics 365 Customer Service , Omnichannel , and Dataverse
Own the end-to-end solution design, including:
Case management
Knowledge management
Omnichannel routing and workload distribution
Voice, chat, email, SMS, and digital messaging
Design intelligent routing strategies based on:
Customer context
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