We are seeking an experienced AI Solutions Architect to lead the design and delivery of AI-enabled CRM solutions. This role sits at the intersection of business strategy, CRM platform architecture, and applied AI — requiring someone who can partner effectively with business stakeholders, Microsoft, and internal architecture teams to deliver scalable, enterprise-grade solutions.
The ideal candidate brings deep hands-on experience with Microsoft Dynamics 365, combined with a strong understanding of AI/ML architecture and how it can be embedded into CRM and sales workflows. Candidates without direct Dynamics experience but with strong Sales AI expertise (conversation intelligence, AI-driven sales tools, forecasting/scoring engines) will also be considered.
Key Responsibilities
- Partner with business stakeholders to translate strategic goals into CRM + AI architecture.
- Act as the primary technical liaison with Microsoft, aligning on platform capabilities and roadmap.
- Collaborate with enterprise architecture teams to ensure compliance with standards, security, and integration patterns.
- Design and oversee delivery of AI-driven CRM capabilities, including:
- AI-powered lead scoring and prioritization.
- Conversational AI / Copilot integrations.
- Generative AI for customer insights (Azure OpenAI Service).
- Intelligent sales forecasting (Azure Machine Learning pipelines).
- Next-best-action recommendations for sales/service reps.
- Customer 360 / unified data architecture across Dynamics 365, Power Platform, Dataverse, and external systems.
- AI-assisted customer service (case routing, sentiment detection, resolution suggestions).
- Agentic workflows orchestrated via Dynamics 365, Power Automate, and Azure AI services.
- Define architecture patterns, data flows, and governance standards for secure, scalable AI solutions.
- Lead technical design sessions and produce clear architecture documentation.
- Evaluate build-vs-buy trade-offs between native CRM AI features and custom AI/ML development.
- Guide implementation teams through delivery, testing, and rollout.
Required Qualifications
- 15+ years of overall IT experience, with strong CRM platform expertise.
- Hands-on experience with Microsoft Dynamics 365 (preferred).
- Proven track record architecting and deploying AI/ML solutions in enterprise applications.
- (If Dynamics 365 not present) Demonstrated Sales AI experience — conversation intelligence, predictive scoring, forecasting tools.
- Strong knowledge of enterprise data architecture, integration patterns, and governance.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- Microsoft certifications (Dynamics 365, Azure AI Engineer, Power Platform).
- Hands-on with Microsoft’s AI stack: Copilot Studio, Azure OpenAI Service, Power Platform AI Builder, Dataverse.
- Familiarity with enterprise architecture frameworks (e.g., TOGAF).
- Experience with Power Automate and low-code/no-code orchestration tools.
- Background in sales or customer service operations.
