Microsoft Dynamics 365 Service Operations Solution Architect

Solution Architecture & Delivery:

• Lead client engagements through requirements discovery, solution design, process architecture, integrations, and system implementation across Field Service, Customer Service, Contact Center, and Project Operations.
• Design and oversee configuration of the Field Service work order lifecycle, schedule board, resource scheduling, agreements, customer assets, and mobile experience for frontline technicians.
• Evaluate and report project risk assessments and conduct design review sessions to demonstrate completed work and gather adjustments.

AI-Assisted Service:

• Architect Copilot and AI agent capabilities across the service stack, including agent-assisted scheduling, case management, and knowledge management.
• Guide clients on where autonomous and semi-autonomous agents fit their service model, and stay current on Dynamics 365 release waves to advise on upcoming changes.

Sales & Ecosystem:

• Participate in or lead Microsoft Product, FastTrack, and Sales initiatives and presentations.
• Support new business pursuits through discovery, solution demonstrations, proposals, and estimates.
• Collaborate with internal architects and leaders to deliver best-in-class solutions for clients.