CRM Architect

Job Summary

The CRM Architect will lead the end-to-end design and architecture of solutions on the Microsoft Dynamics 365 Customer Engagement (D365 CE/CRM) platform. This role requires a deep understanding of business processes, technical leadership, and expertise in integrating D365 CE with other internal and third-party systems. The CRM Architect will ensure solutions are scalable, secure, and follow industry best practices, while mentoring development teams and collaborating closely with business stakeholders.

Responsibilities

• Lead the design and architecture of end-to-end solutions on the D365 CE platform, aligning with business requirements, industry best practices, and scalability needs.
• Act as a technical leader and mentor for the development team, providing guidance on best practices, coding standards, and solution architecture.
• Develop and implement integration strategies between D365 CE and other organizational systems, including third-party applications and external data sources.
• Design robust data models, including entities, attributes, and relationships in D365 CE, ensuring data integrity, consistency, and optimal performance.
• Define and implement security models and access control strategies in compliance with security and data privacy standards.
• Customize and configure D365 CE using PowerApps, Power Automate, and Power BI.
• Lead the complete lifecycle implementation of CRM projects, including requirements gathering, solution design, development, deployment, and post-go-live support.

Qualifications

• BE/MCA or equivalent degree in Computer Science, Engineering, or a related field.
• 10+ years of relevant experience in D365 CE/CRM as an architect.
• Proficiency in customizing and configuring D365 CE with PowerApps, Power Automate, and Power BI.
• Expertise in data migration strategy, data modeling, and data integration.
• Strong technical knowledge of HTML5, CSS, SOAP, REST, AngularJS, JavaScript.
• Solid understanding of CRM platform features (scripting, plugins, workflows, dialogs, client extensions, SDK).
• Experience with SSRS and CRM reporting.
• Proven programming skills in ASP.NET using C# (MVC, Web API), strong database concepts, and object-oriented analysis/design within an SDLC environment.
• MS Dynamics CE/CRM certifications.
• Excellent functional knowledge of all CRM modules (Sales, Marketing, Customer Service, Field Service, Project Operations).
• Excellent communication skills.
• Flexible working hours.

Preferred Skills

• Senior or middle-level experience in Customer Service, including Unified Routing, CS setup, workstreams, routing rules, SLA, Power Automate, plugins, JS and CRM customization, Service Hub, and Workspace modules/apps.
• Experience with Omnichannel Communication channels such as Email, Microsoft Teams, and WhatsApp.
• Strong problem-solving and bug-fixing skills.
• Experience handling change requests via GF Jira ticket portal.
• Strong network for investigating advanced customer service topics.

Experience

• Minimum 10 years of relevant experience in D365 CE/CRM as an architect.
• Must have led at least 2-3 complete CRM project life cycles.
• Experience in CRM/XRM and the latest versions of Dynamics 365.
• Minimum 5 years’ experience in CRM implementation, PowerApps integrations, and D365 Sales architecture.

Environment

• Location: Bengaluru (Bangalore), India (Preferred)
• Flexible working hours.
• Full-time, on-site position.
• Collaborative, dynamic environment with opportunities to lead and mentor.

Salary

• ₹2,400,000 – ₹4,000,000 per annum

Benefits

• Flexible working hours.
• Opportunities for certification and professional growth.
• Supportive team environment.

GrowthOpportunities

• Potential for advancement to senior leadership or principal architect roles.
• Opportunity to lead high-impact CRM projects and mentor junior architects and developers.
• Exposure to cutting-edge technologies and large-scale digital transformation initiatives.