Microsoft Dynamics 365 Service Operations Solution Architect

This is a fully remote position, open to applicants in United States.

📋 Description

• In the role of Microsoft Dynamics 365 (“D365”) Service Operations Solution Architect, you will serve as a primary solution expert responsible for the comprehensive design of solutions across the D365 service offerings: Field Service, Customer Service and Contact Center, and Project Operations.

• You will convert our clients' service operations processes (work orders, scheduling, dispatch, assets, contracts, and project delivery) into scalable D365 solutions tailored for asset- and service-oriented organizations within sectors such as heavy equipment, energy, manufacturing, and engineering and construction.

• Your daily responsibilities will include driving client requirements and collaborating with Ludia Leadership, along with the Microsoft Product, FastTrack, and Sales teams, to develop solutions for our clients and influence the evolution of service operations, particularly in the transition towards Copilot- and agent-assisted services.

• Projects will entail client-facing meetings (both remote and onsite), occasional visits to Microsoft offices, and training sessions.

• This position necessitates a blend of strong consulting skills and significant client-facing interpersonal abilities. Our architects adapt quickly, articulate ideas clearly, lead team initiatives, and leverage creativity and flexibility to present diverse solutions.

⛳️ Requirements

• A minimum of 7 years of experience in Dynamics 365 solution delivery, focusing on Customer Engagement and Field Service, including comprehensive implementations in a solution design or architect capacity.

• A bachelor's or master's degree with an emphasis on Information Systems, Operations Management, Finance/Accounting, Computer Science, or related experience.

• Extensive knowledge of Dynamics 365 Field Service, including work order management, scheduling, Resource Scheduling Optimization, agreements, customer assets, inventory, and the Field Service mobile application.

• Proficient understanding of Dynamics 365 Customer Service and Contact Center, covering case management, unified routing, and omnichannel capabilities.

• Must possess experience and comfort in utilizing Azure DevOps (ADO) to capture and monitor solution scope work items (Epics, Features, Requirements, Tasks, etc.). (This is a mandatory requirement)

• Basic knowledge of standard D365 Finance & Supply Chain (F&SC) processes related to Field Service, Project Operations, Contact Center, and/or Customer Service, as well as the capability to collaborate with F&SC architects on comprehensive enterprise solution designs.

• Experience in designing integrations using Dual-write, Business Events, and Azure services (Logic Apps, Functions, API Management).

• Familiarity with Copilot features in Dynamics 365 and experience building agents in Microsoft Copilot Studio.

• Working knowledge of Power BI, including data modeling, report and KPI creation, and deployment.

• Current Microsoft role-based certification such as retired Field Service Functional Consultant Associate (MB-240) or Architect (PL-600), Agentic AI Business Solutions Architect (AB-100), or Dynamics 365 Contact Center AI Engineer Associate (AB-250).

• Industry expertise in service operations business processes related to sales, customer service, field service, and project delivery.

• A professional demeanor, excellent communication skills, and a proactive approach, with the ability to engage effectively with clients and stakeholders at all organizational levels.

• Capability to work both independently and collaboratively as part of a team to ensure project deliverables are met on time.

• Willingness to travel to client locations within the United States (up to 50% travel).

🏝️ Benefits

• Remote work options when not traveling to customer sites.

• Unlimited Paid Time Off (PTO).

• Company-wide time off during the end of the year.

• Comprehensive health benefits, including vision and dental coverage.

• 401K plan.

• …and more!