Innovative Tech People, Ltd.
Dynamics 365 CE Senior Solutions Architect
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Senior D365 CE Solution Architect
Global Multi-Country CE Transformation Programme
Role
Senior D365 Customer Engagement (CE) Solution Architect
Client
End-user organisation
Scope
Multi-country rollout across EMEA
The Opportunity
Our client is a household-name, multi-billion-turnover organisation embarking on a large-scale, multi-country Dynamics 365 Customer Engagement transformation. This is an in-house, end-user role, you will own the architecture as the client, not as an SI passing through, giving you genuine influence over the platform's direction across every market it touches.
This is not a back-office, PowerPoint-only architecture role. The client is explicit: they need someone who is still hands-on in the platform, comfortable in the trenches with configuration and solution design, while also being credible enough in the room to manage senior stakeholders across multiple countries, cultures and business units. If you want to hand off all the detail to a delivery team and only attend steering committees, this is not the role for you.
Key Responsibilities
- Architecture leadership: Own the end-to-end D365 CE solution architecture across all countries in scope, Sales, Customer Service, Field Service and/or Marketing, ensuring a coherent global template with sanctioned local variation.
- Hands-on delivery: Stay genuinely hands-on: design and build/configure solution components yourself, review other architects' and consultants' work at a detailed level, and be comfortable diagnosing issues directly in the platform rather than only through delivery reports.
- Solution design: Define and evolve the target CE architecture, integration patterns (Azure Integration Services, Dataverse, Power Platform, third-party systems) and data model that will scale across multiple countries and legal entities.
- Multi-country rollout: Lead a global-template-with-local-fit approach, balancing standardisation for cost and maintainability against genuine local regulatory, language and process needs.
- Stakeholder management: Act as the primary architectural voice with senior business stakeholders, country leads and IT leadership, translating between commercial priorities and technical reality in both directions, in the room and under pressure.
- Team leadership: Manage and mentor a mix of internal architects/consultants and third-party SI resources; hold delivery partners to account on solution quality and architectural governance.
- Governance: Own architectural governance — design authority, ALM/DevOps practices, environment strategy, and technical debt management across a live, multi-country estate.
- AI & innovation: Identify where Copilot, Copilot Studio and other AI capability can be embedded into CE processes (case summarisation, agent assist, sales insights) as the platform matures.
- Executive reporting: Provide clear, well-reasoned options and recommendations to steering committees and executive sponsors, and defend architectural decisions credibly under scrutiny.
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Essential Experience
- Multiple full-lifecycle D365 CE (or legacy Dynamics CRM) implementations, including at least one at genuine multi-country / multi-entity scale.
- Deep, current hands-on expertise across Dataverse, Power Platform (Power Apps, Power Automate, Copilot Studio) and core CE modules (Sales, Customer Service, Field Service or Marketing).
- Strong integration architecture background, Azure Integration Services, Azure Functions, API Management, and enterprise data integration patterns.
- Proven experience operating as the architect on the client/end-user side, managing and holding SI/delivery partners to account (rather than only having worked SI-side).
- A track record of designing global template models that flex sensibly for local markets — not a one-size-fits-all approach that breaks on first contact with a new country.
- Demonstrable, evidenced stakeholder management at C-suite / senior leadership level, ideally across different countries and cultures, including handling conflict and pushback constructively.
- Microsoft certifications relevant to CE/Power Platform (e.g. Power Platform Solution Architect Expert, D365 CE functional/technical certifications) are strongly preferred.
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Desirable
- Experience of D365 Business Central or other ERP platforms and how CE integrates with finance/operations in a multi-country context.
- Exposure to AI/Copilot capability within the Microsoft ecosystem, or a genuine interest in shaping how it lands in CE.
- Experience in a regulated, complex, or matrixed global organisation (retail, manufacturing, financial services, or similar).
- Additional European language skills, given the multi-country footprint.
The Person
This role suits an architect who still enjoys being close to the technology and can prove it, but who is equally comfortable and credible presenting to, negotiating with, and occasionally pushing back on senior stakeholders across multiple countries. You will need to flex between deep technical conversations one hour and a difficult sponsor conversation the next, without dropping the ball on either. Strong written and verbal communication, genuine diplomacy under pressure, and the resilience to manage competing country priorities are all essential.
What Success Looks Like
- A single, coherent CE architecture running live across multiple countries with minimal unsanctioned local deviation.
- Senior stakeholders across the business and across countries trust the architecture function and route decisions through it, not around it.
- The wider delivery team (internal and SI) treats you as the technical authority because you can still get into the solution yourself, not just review it on paper.
Interested?
For a confidential discussion about this role, contact Dan Hackney at Innovative Tech People, dhackney@innovativetechpeople.com.
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