Role : Domain Architect- Dynamics 365- CRM
We are seeking an experienced Domain Architect – Customer Engagement to lead the architecture of our customer-facing platforms and services. In this key role, you will define and drive the technology roadmap across CRM, contact centers, and customer master systems—ensuring they support seamless processes, high-quality data, and exceptional customer experiences.
You will shape architectural decisions across platforms such as Microsoft Dynamics 365, contact center systems, and enterprise data hubs to enable omnichannel engagement, operational excellence, and enterprise-wide customer data consistency.
Lead initiatives to modernize customer engagement systems and establish a unified customer master that supports end-to-end business processes.
Ensure customer solutions are secure, scalable, and enable omnichannel experiences (voice, email, chat, social, self-service).
Translate business and operational requirements into scalable, reusable, and process-aligned technical architectures.
Provide guidance on CRM and master data system design, integrations, data governance, and workflow automation.
Ensure systems are designed to support data accuracy, availability, and consistency across business functions.
Operational Systems & Data Integration:
Design and oversee customer master data models to ensure alignment with enterprise data architecture.
Support integration of customer data into key operational systems and processes (via API & event driven patterns)
Work with enterprise architects, data teams, and delivery partners to drive architectural cohesion.
Establish architecture that complies with privacy (e.g., GDPR), data quality, and security standards.
Participate in architectural governance forums and contribute to enterprise-wide integration and MDM strategies.
Stay informed about emerging technologies in customer engagement, data management, and automation.
7+ years in IT architecture, with deep experience in CRM, contact center platforms, and enterprise system integration.
~ Proven track record in Microsoft Dynamics and operational CRM transformations.
~ Strong background in customer master data management, data modeling, and integration into operational systems.
~ Hands-on experience with integration technologies (APIs, event driven systems), workflow tools, and platforms like Power Platform or RPA.
Strong understanding of customer master system architecture and MDM principles.
Solid grasp of architectural concerns such as scalability, fault tolerance, security, and compliance.
Knowledge of cloud deployment, platform integration, identity/access management, and data privacy/security.
Ability to bridge business strategy and technical architecture with clarity and influence.
Certifications in Microsoft Dynamics, Power Platform, MDM tools, or Azure architecture.
Understanding of customer KPIs, reporting, and enterprise data governance practices.