Dynamics 365 Enterprise AI Architect

Capgemini • Atlanta, GA

3d • $160,650 - $201,495 • Onsite

About The Position

We are seeking a Dynamics 365 Enterprise AI Architect to lead the enterprise architecture and target-state design for a Microsoft-based customer engagement and contact center ecosystem. This role will define and drive architecture across Dynamics 365 Customer Service, Dynamics 365 Sales, Omnichannel, Copilot Studio, Azure, Power Platform, Microsoft Teams, and Dataverse, supporting enterprise-scale transformation across sales and customer service functions. The ideal candidate combines deep hands-on Dynamics 365 expertise, enterprise architecture leadership, and strong experience with AI/Copilot and Azure integration patterns.

Requirements

• 12+ years of experience in enterprise architecture or solution architecture
• Deep expertise with Dynamics 365 Customer Engagement, including: Dynamics 365 Sales, Dynamics 365 Customer Service
• Strong experience with Omnichannel and contact center (CCaaS) solutions
• Hands-on experience with: Power Platform (Power Apps, Power Automate, Power BI), Azure integration architecture, Microsoft Teams and Microsoft 365
• Experience designing and implementing Copilot Studio and AI-driven solutions
• Strong knowledge of: API architecture, Event-driven systems, Enterprise integrations
• Experience with Dataverse, data modeling, and data governance
• Strong stakeholder management and executive communication skills

Nice To Haves

• Experience in regulated industries (Financial Services, Insurance, Healthcare)
• Strong experience integrating CRM with ERP, telephony, and enterprise platforms
• Azure Solutions Architect Expert
• Power Platform Solution Architect Expert
• Dynamics 365 Sales or Customer Service certifications
• TOGAF or equivalent

Responsibilities

• Define and own end-to-end enterprise architecture for a Microsoft-based customer engagement and CCaaS platform
• Establish target-state architecture across sales, service, channels, integrations, data, and security
• Develop architecture principles, standards, patterns, and governance guardrails
• Architect solutions across Dynamics 365 Sales, Customer Service, and Omnichannel
• Design end-to-end customer and seller journeys including: Lead-to-opportunity, Opportunity-to-close, Account management, Case management and resolution
• Define architecture for: Sales automation (pipeline, forecasting, territory management), Case management and service workflows, Routing, queues, workstreams, and skills-based distribution
• Architect solutions leveraging: Power Platform (Power Apps, Power Automate, Power BI), Microsoft Teams and Microsoft 365
• Define patterns for integration with third-party and ISV platforms including: Telephony / voice / CTI, WFM/WEM, Marketing automation, Analytics platforms
• Design and govern Copilot Studio solutions across sales and service
• Enable use cases including: Virtual agents and conversational AI, Agent assist and sales copilots, Lead qualification and opportunity insights, Workflow automation and next-best-action recommendations
• Define AI governance including prompt design, security, and responsible AI controls
• Define Azure-native integration patterns using: API Management, Logic Apps, Azure Functions, Service Bus / Event Grid
• Architect integrations across: CRM, ERP, identity systems, Telephony and contact center platforms, Enterprise data and analytics platforms
• Own data architecture leveraging Dataverse as the core platform
• Define customer 360 data models across sales and service domains
• Establish governance for: Data lineage, retention, and privacy, Master data management
• Define analytics architecture using Power BI and Azure analytics services
• Implement observability for monitoring, logging, and performance tuning
• Define architecture for: Scalability, availability, and performance, Security and privacy, Disaster recovery and resiliency
• Align with Microsoft security standards including: Entra ID, RBAC, managed identities, Key Vault, conditional access
• Act as architecture authority across programs and workstreams
• Define governance for ALM, DevOps, release management, and environment strategy
• Partner with business and technology stakeholders to drive roadmap and execution
• Review solution designs and support go-live readiness

Benefits

• Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
• Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
• Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
• Life and disability insurance
• Employee assistance programs
• Other benefits as provided by local policy and eligibility

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed