Deloitte
Senior Manager - Dynamics 365 CRM Solution Architect - Deloitte Digital
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JOB DESCRIPTION
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Deloitte Microsoft Technology Practice is seeking a highly experienced Microsoft Dynamics 365 CRM solution architect to join us on this exciting journey.
You’ll be part of our Sales and Service team, the part of Deloitte Digital which has a primary focus on helping international organisations and iconic brands transform their core Sales and Service related business capabilities, enabled by CRM. We’re made up of a rich mix of individuals including business architects and advisors, process specialists, technology programme delivery specialists, technical and solution architects, service designers, UX designers, engineers and business analysts, and more. Deloitte serves clients in all industries and sectors across multiple different CRM technologies, including Microsoft Dynamics 365, based on client need. Both our clients, and we, greatly benefit from this team setup, as it allows us to join together complementary skillsets to deliver truly integrated, impactful experiences for our clients, from strategy to delivery.
We have not specified a particular industry or sector preference for this role opening; we’re keen to hear about the industries and sectors that you’re passionate about, have experience in, and would like to focus on at Deloitte.
Connect to your career at Deloitte
Deloitte drives progress. Using our vast range of expertise, we help our clients' become leaders wherever they choose to compete. To do this, we invest in outstanding people. We build teams of future thinkers, with diverse talents and backgrounds, and empower them all to reach for and achieve more.
What brings us all together at Deloitte? It’s how we approach the thousands of decisions we make every day. How we behave, our beliefs and our attitudes. In other words: our values. Whatever we do, wherever we are in the world, we lead the way, serve with integrity, take care of each other, foster inclusion, and collaborate for measurable impact. These five shared values lead every decision we make and action we take, guiding us to deliver impact how and where it matters most.
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In the Solution Architect role, you’ll combine your extensive real-world implementation experience with your deep Microsoft Dynamics 365 CRM related technical product knowledge with teamwork, leadership, delivery and client management skills to bring the best out of our people and to enable us to solve our clients’ most complex business challenges. You’ll be supported by Deloitte’s global network of member firms and people. You’ll also leverage our deep industry knowledge as well as access to leading edge tools, methods and frameworks to support excellence in business development and programme delivery. You’ll work alongside a team of talented professionals who are passionate about Dynamics 365 CE, CRM and our growth trajectory. We offer our people world-class training programmes, mentorship opportunities and a clear career path within Deloitte.
As a Senior Manager, your responsibilities can include, but are not limited to:
Client project delivery
- Combining your understanding of a client’s strategic goals, challenges and overall needs with your knowledge of Dynamics 365 to design and implement architectural solutions that maximise client ROI
- Leading the D365 architecture workstream across an entire engagement lifecycle from discovery, to delivery, to the transition to BAU
- Leveraging your Dynamics 365 knowledge to advise clients in developing their Enterprise CRM roadmap, helping them get the best and the most from their investment in Microsoft Dynamics 365
- Leveraging your understanding of the wider capabilities complementing Dynamics 365 CRM solutions, such as Power Platform capabilities (such as Power Apps, Power Automate and Power Pages) as well as agents (out-of-the-box and custom Copilot Studio ones) to provide clients with a holistic architectural vision
- Leading on the development and design of solutions, guiding the development team, and overseeing the essential activities to ensure the solution’s architectural integrity across multiple domains including where CRM intersects with the domains of infrastructure, data/integration, security, governance and compliance. This also includes managing client expectations, maintaining quality, task distribution among technical team members and being accountable for all technical outputs on the engagement
- Working collaboratively with Functional Consultants and Designers to lead workshops in order to understand and capture client needs from a Dynamics 365 CRM and wider connecting enterprise architecture perspective, including leveraging knowledge of new and upcoming features as well as associated limitations, risks and considerations to support decision making
- Translating and communicating technical requirements and solutions to the business using story-based narratives; clearly presenting strategies, options and recommendations to technical and business stakeholders including exec-level client individuals
- Creating relevant, clear and digestible technical design documentation
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- Actively contributing to the Dynamics 365 CRM team, the Sales & Service team and the wider Deloitte Microsoft Technology Practice community through involvement and impact on internal initiatives such as community building, technical leadership, asset and proposition development, and operational leadership
- Actively contributing to Deloitte’s thought leadership in the market through the development of Deloitte perspectives on our client’s business challenges and resolutions within the context of CRM
Business Development
- Actively supporting pre-sales activities, contributing to the shaping of our end-to-end proposition to the client
- Working with high-level, often unstructured information to translate clients’ high-level business needs into strong commercial proposals and innovative architectural solutions with an awareness of the commercials; documenting and presenting these solutions to both technical and non-technical internal and client audiences
Talent Development
- Mentoring and coaching junior talent, including formal people leadership of junior team members
- Creating and maintaining high-performing teams on projects
Connect to your skills and professional experience
We’re searching for a Solutions Architect who is more than just a technically proficient team player. Whilst deep expertise in Dynamics 365 CE, client relationship management, team and talent development, and commercial acumen are all essential, we're also seeking someone who truly aligns with Deloitte's values, thrives in our collaborative culture, and is driven by our purpose of making an impact that matters. If you're a passionate leader who inspires others, builds strong relationships, and is committed to delivering exceptional client experiences, we encourage you to apply.
We are looking for candidates with:
- Experience in successfully delivering sustainable and impactful Microsoft Dynamics 365 CRM solution architectures for large scale (e.g. government, multi-market global or regional) organisations within a complex, fast-paced environment
- Experience in delivering solution architecture within an organisation’s sales and/or service functions, leveraging the following Microsoft Dynamics 365 modules:
- Sales (essential)
- Customer Service (essential)
- Field Service (preferred)
- Marketing / Customer Insights – Journeys (preferred)
- Customer Insights – Data (preferred)
- Omnichannel for Customer Service (preferred)
- Experience in delivering Microsoft Dynamics 365 solution architecture which is extended and customised with Power Platform:
- Power Apps (essential)
- Power Automate (essential)
- Power Pages / Portals (preferred)
- Power BI (preferred)
- Demonstrable hands-on experience with Microsoft Copilot and AI capabilities within the Dynamics 365 and Power Platform ecosystem, including one or more of the following:
- Microsoft Copilot Studio – designing, building and deploying custom Copilots and agents integrated with Dynamics 365 CRM processes
- Dynamics 365 Copilot features in Sales and Customer Service (e.g. AI-generated summaries, email drafting, case resolution suggestions, real-time agent assist)
- AI Builder – document processing, prediction models, and form recognition within Power Platform and Dynamics 365 workflows
- Azure OpenAI Service integration with Dynamics 365 and Power Platform for generative AI use cases
- Technical Architecture and Customisation
- Deep expertise in the Dataverse platform, including entity/table design, relationships, business rules, calculated and rollup fields, and the Dataverse security model (business units, teams, security roles, field-level and record-level security)
- Extensive experience with Dynamics 365 customisation techniques including server-side plugins, custom workflow activities, PCF (Power Apps Component Framework) controls, JavaScript / web resources, and client-side scripting
- Strong integration architecture experience using Dataverse Web API, Azure Service Bus, Azure Logic Apps, Azure API Management (APIM), Azure Integration Services, and/or third-party middleware platforms (e.g. MuleSoft, Boomi, KingswaySoft)
- Strong experience in Application Lifecycle Management (ALM) for Dynamics 365 / Power Platform, including use of Azure DevOps or GitHub Actions pipelines, the Power Platform Build Tools, and multi-environment deployment strategies (development, test, staging, production)
- Experience designing and overseeing data migration strategies for Dynamics 365 implementations, including use of tools such as KingswaySoft SSIS, Azure Data Factory, or the Dataverse bulk data import framework
- Experience engaging with other areas of the Microsoft system including Azure, Microsoft 365 and Active Directory within the context of CRM design and delivery
- Experience leading formal workshops with clients to understand client needs from a business point of view, and being able to translate these into functional and non-functional requirements within the context of Dynamics CRM
- Experience in defining and executing on architectural standards
- Holding preferably at least two of the following certifications:
- MB-280: Microsoft Dynamics 365 Customer Experience Analyst Associate
- MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant
- PL-200: Microsoft Power Platform Functional Consultant
- PL-600: Microsoft Power Platform Solution Architect Expert (particularly desirable)
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