Senior Microsoft Dynamics 365 Solution Architect (CRM / Contact Centre / Power Platform / Azure)
Full-time
Senior Executive
2 months ago
We are hiring a Senior Microsoft Dynamics 365 Solution Architect to lead the design and delivery of enterprise CRM and omnichannel contact centre solu.....
We are hiring a Senior Microsoft Dynamics 365 Solution Architect to lead the design and delivery of enterprise CRM and omnichannel contact centre solutions for large-scale organisations, including government and public sector programmes in Singapore.
This role requires strong techno-functional expertise across Dynamics 365 Customer Service, Power Platform, Azure, and system integration, with the ability to translate business requirements into scalable, secure, and cloud-native solutions.
Key Responsibilities
Business Analysis & Stakeholder Management
- Gather and analyse business requirements from stakeholders across operations, IT, and leadership teams
- Conduct AS-IS / TO-BE process analysis and define transformation roadmap
- Develop Business Requirements Documents (BRD) and solution scope
- Map customer/citizen journeys and service workflows
Solution Design (Functional & Technical)
- Design end-to-end Microsoft Dynamics 365 CRM solutions (Customer Service, Sales, Field Service)
- Define case management, SLA management, and knowledge management frameworks
- Design omnichannel engagement (voice, email, chat, web portals) using Dynamics 365 Omnichannel
- Develop Functional Requirements Documents (FRD) including:Entity/data models (Dataverse)Business process flows and automationSecurity roles and access controls
Architecture & Microsoft Stack
- Architect solutions using:Microsoft Dynamics 365 CRMPower Platform (Power Apps, Power Automate, Power BI)Microsoft Azure (cloud-native architecture)Dataverse
- Implement identity and access management using Azure Active Directory (Azure AD / Entra ID)
Integration & API Design
- Design and implement integrations with:Enterprise systems and legacy platformsGovernment systems and digital servicesContact centre / telephony platforms
- Define API architecture, middleware, and messaging patterns
- Ensure data consistency and interoperability across systems
Security, Governance & Compliance
- Implement security architecture aligned with Singapore government standards
- Ensure PDPA compliance, data protection, and access governance
- Configure:Role-Based Access Control (RBAC)Audit logs and monitoringSecure cloud deployment
Programme Delivery & Implementation
- Lead delivery across SDLC phases (Discovery, Design, Build, Test, Deploy)
- Define solution architecture, delivery governance, and best practices
- Manage risks, timelines, and stakeholder communication
Required Skills & Experience (Keyword-Rich)
- 8+ years of experience in Microsoft Dynamics 365 CRM
- Strong expertise in:Dynamics 365 Customer Service / CRMPower Platform (Power Apps, Power Automate, Power BI)Microsoft Azure architectureDataverse data modelling
- Experience in CRM implementation, solution architecture, and system integration
- Knowledge of:API integration (REST, SOAP)Middleware / microservices architecture
- Experience in contact centre platforms / omnichannel solutions
- Familiarity with Singapore Government / GovTech / public sector projects is an advantage
- Strong stakeholder management, consulting, and communication skills
Preferred / Good to Have
- Microsoft certifications (e.g., Dynamics 365, Power Platform, Azure)
- Experience with GovTech, public sector, or regulated industries (banking, healthcare)
- Exposure to DevOps, CI/CD, and Agile delivery models
Seniority Level
Senior / Lead / Architect
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