IT Solution Architect D365 CRM/Customer Engagement

Keller North America, Inc. • Hanover, MD

1d • Remote

About The Position

Keller is looking for an experienced IT Solution Architect D365 CRM/Customer Engagement based out of the US. The IT Solution Architect D365 CRM/Customer Engagement is responsible for the end-to-end architecture, design, and governance of Keller’s Microsoft Dynamics 365 CE platform. This role ensures that customer, commercial, sales, marketing, service, and field engagement capabilities are standardized, scalable, secure, integrated, and aligned to Keller’s global business processes. The CE Solution Architect acts as the key bridge between business stakeholders, IT delivery teams, solution partners, enterprise architecture, and Microsoft platform teams, ensuring that D365 CE solutions support Keller’s commercial operating model while integrating effectively with D365 Finance & Operations, Power Platform, Azure, and other enterprise systems.

Requirements

• 10+ years of experience in CRM / enterprise application delivery.
• 5+ years in Microsoft Dynamics 365 CE / Power Platform architecture roles.
• Proven experience designing and delivering global or multi-business-unit CRM solutions.
• Strong understanding of commercial and customer engagement processes, including: Lead to opportunity, Opportunity to quote, Account and contact management, Customer service / case management, Field service, where applicable, Sales pipeline and forecasting.
• Strong working knowledge of: Dynamics 365 Sales, Dynamics 365 Customer Service, Dynamics 365 Field Service, Dynamics 365 Customer Insights / Journeys, where applicable, Microsoft Dataverse, Power Platform architecture, Model-driven apps, Canvas apps, Power Automate, Power BI, Azure Integration Services, Dual-write / virtual tables / APIs where integrated with D365 F&O, Microsoft 365 collaboration integration, including Outlook, Teams, and SharePoint.
• Experience with enterprise architecture governance and design authority processes.
• Strong understanding of secure design, RBAC, business unit hierarchy, and access control models.
• Experience supporting audit, SOX / ITGC, access review, change control, and evidence requirements.
• Familiarity with ITIL-based service management and BAU support models.
• Experience with ALM, release management, DevOps, and environment governance.
• Ability to lead cross-functional teams and influence global stakeholders.
• Strong communication skills across technical, functional, business, and executive audiences.
• Ability to challenge unnecessary customization and promote standard platform capability.
• Strong vendor, partner, and system integrator management skills.
• Comfortable operating in a global, matrixed organization.

Nice To Haves

• Microsoft certifications such as: Dynamics 365 + Power Platform Solution Architect Expert, Power Platform Functional Consultant Associate, Dynamics 365 Sales Functional Consultant Associate, Dynamics 365 Customer Service Functional Consultant Associate.
• Experience in construction, engineering, ground improvement, project-based services, or B2B commercial environments.
• Experience integrating CE with D365 Finance & Operations.
• Experience with global CRM templates and regional rollout models.
• Familiarity with data governance, customer master data, and reporting harmonization.

Responsibilities

• Own the end-to-end solution architecture for D365 CE across Sales, Customer Service, Field Service, Marketing/Journeys, and related Power Platform capabilities.
• Define and maintain Keller’s global CRM solution blueprint, architecture principles, configuration standards, and design patterns.
• Lead fit-gap analysis and recommend standard D365 CE capabilities before custom development.
• Ensure solution design supports Keller’s global operating model, regional requirements, and long-term scalability.
• Provide architecture oversight for customizations, plugins, workflows, Power Automate flows, Dataverse configuration, security roles, and integrations.
• Establish and enforce CE architecture governance, design review standards, and solution approval processes.
• Participate in or lead the CRM Design Authority / Architecture Review Board.
• Maintain solution consistency across global regions and business units.
• Govern customization decisions to minimize technical debt and improve maintainability.
• Ensure CE solutions comply with Keller’s internal IT standards, enterprise architecture principles, security controls, and audit requirements.
• Partner with Keller ERP delivery teams, IT services, and third-party partners to operate, maintain, and support D365 CRM/CE systems.
• Review and approval: Functional design documents, Technical design documents, Integration designs, Security models, Data migration approach, Test strategy and deployment plans.
• Provide guidance across the full delivery lifecycle, including discovery, design, build, test, deploy, hypercare, and transition to BAU support.
• Act as final design authority for critical CE solution decisions.
• Partner with Keller IT D365 CE, Cloud, Security, Data Service to define and govern CE integration architecture with: D365 Finance & Operations, Power Platform, Microsoft Fabric / Power BI, Azure Integration Services, Outlook, Teams, SharePoint, and Microsoft 365, Estimating, project, HR, finance, customer, and operational systems where applicable.
• Support data flows for customer, account, contact, lead, opportunity, quote, project, and service-related information.
• Ensure integration patterns are secure, resilient, auditable, and aligned with Keller’s iPaaS/API strategy.
• Partner with ERP architects to ensure consistency between CRM and ERP master data models.
• Own the CE logical data model and ensure effective use of Microsoft Dataverse.
• Define standards for accounts, contacts, leads, opportunities, activities, cases, service records, and custom entities.
• Support customer and commercial master data governance.
• Ensure data quality, retention, privacy, and lifecycle standards are built into the solution.
• Partner with reporting teams to enable trusted CRM analytics and executive dashboards.
• Ensure solution meets performance, availability, and scalability requirements.
• Define Disaster Recovery (DR), RPO/RTO targets, and resilience architecture aligned with Microsoft SLAs.
• Partner with D365 Security Lead to oversee: Design and govern CE role-based security, business units, teams, field-level security, and record ownership models.
• Ensure CE access aligns with least privilege, segregation of duties, and operational support requirements.
• Support SOX / ITGC where applicable for integrations, change management, access controls, and critical reporting.
• Ensure compliance with data privacy requirements and internal audit expectations.
• Maintain audit-ready architecture and design documentation.
• Partner with D365 Environment Manager to define and govern CE environment strategy.
• Establish application lifecycle management standards using: Managed and unmanaged solutions, Azure DevOps pipelines, Power Platform pipelines, Solution packaging and deployment controls.
• Ensure release practices support traceability, rollback planning, and production stability.
• Partner with support teams to manage release calendars, hotfixes, and platform updates.
• Ensure CE solutions are performant, scalable, and aligned to Microsoft platform best practices.
• Review plugin performance, Power Automate flow design, API usage, integration throughput, and Dataverse storage.
• Identify opportunities to simplify legacy customizations and reduce technical debt.
• Support platform health monitoring, capacity planning, and service improvement initiatives.
• Provide architectural guidance for Power Apps, Power Automate, Power Pages, Copilot Studio, and Power BI solutions connected to CE.
• Ensure citizen development and low-code solutions follow Keller governance standards.
• Support reusable components, common data patterns, and controlled innovation.
• Partner with COE teams to ensure Power Platform governance, DLP policies, and environment controls are followed.
• Partner with Keller IT Division Business Solution Managers to engage with: Sales, Business development, Marketing, Customer service, Project operations, Finance, IT leadership.
• Translate business goals into scalable CE platform capabilities.
• Present architecture options, risks, recommendations, and roadmap items to senior stakeholders.
• Provide thought leadership on CRM capability maturity and continuous improvement.

Benefits

• 401(k) + matching
• Health, Dental, Vision insurance
• Life insurance
• Paid time off (PTO)
• Holiday Pay

What This Job Offers

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