Dynamics 365 CRM Solution Architect

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 ...