CRM Solution Architect

Job Description:

Job Description: Microsoft Dynamics 365 Solution Architect

Join Our Team

The Microsoft Dynamics 365 Solution Architect will work as part of a high performing CRM/Customer Experience team and will be required to contribute to the development and support of Microsoft Dynamics 365 for a number of internal business units. The Microsoft Dynamics 365 Solution Architect will work within the Customer Experience Applications Group in Corporate IT and report directly to the Director of Customer Experience.  This position will require excellent proven communication and project management skills. If you meet our qualifications, are collaborative, communicative and seeking to excel and grow within an awesome and unique culture, please apply for this role.

This is a fully remote position with light travel requirements  (10-20%).

Responsibilities:
 

The Solution Architect will play a critical role in designing and implementing robust solutions using Microsoft Dynamics 365. Your expertise will drive successful project delivery, enhance customer satisfaction, and contribute to the growth of our organization.

    •    Proven experience leading end-to-end Microsoft Dynamics 365 implementations with measurable outcomes, such as increasing CRM adoption by 50%, reducing manual processes by 30%, or accelerating lead-to-opportunity conversion rates by 20% or more.

    •    Lead the architecture, design, and deployment of Microsoft Dynamics 365 Customer Service, Sales, Field Service, Marketing and Omnichannel solutions, including voice, chat, and digital messaging.

    •    Translate business requirements into scalable, secure, and high-performing technical solutions aligned with Microsoft best practices.

    •    Own the end-to-end solution lifecycle—from discovery and requirements gathering through implementation, testing, and post-go-live support.

    •    Collaborate with business stakeholders, product owners, developers, and UX teams to ensure alignment between business goals and technical execution.

    •    Design and implement integrations with other Microsoft platforms (Power Platform, Azure, Teams) and third-party systems.

    •    Develop solution blueprints, architecture documentation, and implementation roadmaps.

    •    Stay current with Microsoft’s roadmap and emerging capabilities to continuously enhance the customer service experience.

Required Qualifications:

    •    5+ years of experience with Microsoft Dynamics 365, including at least 2 years focused on Customer Service and Omnichannel implementations.

    •    Proven track record of leading multiple end-to-end Dynamics 365 Customer Service deployments.

    •    Strong understanding of Omnichannel Engagement Hub, Unified Routing, Customer Insights, and Power Virtual Agent

•              Must be metrics-and data-driven, with a demonstrated ability to use KPIs, dashboards, and performance analytics to inform decisions, prioritize work, and drive continuous improvement across projects and teams

•              Experience managing day-to-day service operations within a Microsoft Dynamics 365 environment, including handling incoming support tickets, triaging and resolving incidents, participating in the change management and problem management processes and ensuring system stability through proactive monitoring and documentation of “keep the lights on” activities.

•              Experience conducting regular security reviews and implementing controls to protect sensitive data within D365, including monitoring for unauthorized access, managing user permissions, and ensuring secure development and testing environments.

•              Stay up-to-date with industry trends, emerging technologies, and Dynamics 365 updates, share information with team members on a monthly basis.

•              Willingness and enthusiasm to participate in other special projects or initiatives related to the Customer Experience Team, such as being part of committees, operational teams, communication teams and more.

Qualifications:
 

• Bachelor’s degree in Computer Science, Information Systems, or related field.
• 5 years of hands-on experience in Microsoft Dynamics 365 implementations, including at least 2 full-cycle end-to-end deployments as a Solution Architect
• Expertise in D365 modules such as Customer Engagement (Sales, Customer Service), Marketing, Project Operations
• Expertise in Microsoft Portal Pages
• Demonstrated experience integrating Microsoft Dynamics 365 modules with external applications and systems using APIs, middleware platforms, and custom connectors to enable seamless data flow, workflow automation and real-time reporting
• Strong understanding of Power Platform (Power Apps, Power Automate, Power BI) and its integration with D365
• Proven ability to translate business requirements into scalable, secure and maintainable technical solutions using D365 and Microsoft Azure services
• Experience designing and implementing integrations with third-party systems using APIs, middleware or custom connectors
• Proficiency in solution architecture documentation, including architecture diagrams, functional and technical specifications, and data flow models
• Demonstrated ability to lead cross-functional teams, including developers, analysts, and business stakeholders, in Agile or hybrid environments
• Strong knowledge of data migration strategies, security roles, and user access models within D365
• Experience with application lifecycle management (ALM), DevOps practices and version control tools
• Microsoft Certifications such as Solution Architect Expert, Power Platform Solution Architect Expert or Dynamics 365 Functional Consultant Associate
• Excellent communication and stakeholder management skills, with the ability to present complex solutions to both technical and non-technical audiences
• Metrics-and data-driven mindset, with a focus on delivering measurable business outcomes and continuous improvements.
• Familiarity with Azure services and cloud architecture.
• Excellent project management skills and agile experience
• Problem-solving mindset and a passion for delivering high-quality solutions.
• Travel 10-20%

Are you ready to join a different kind of company where our people, our culture, and our commitments are centered around providing trusted solutions that improve lives around the world?

Total Rewards

The compensation range for this position is $97,400.00 - $146,000.00, depending on experience. This position may be eligible for performance based bonus plan.

Benefits Package

Our comprehensive U.S. benefit offerings include: Health benefits, 401(k) retirement savings program with company match, PTO, and more. More information on our benefits and rewards can be found on our career page: https://www.idexcorp.com/careers/our-benefit-and-rewards/

IDEX is an Equal Opportunity Employer. IDEX gives consideration for employment to qualified applicants without regard to race, color, religion, creed, genetic information, sex, sexual orientation, gender identity or expression, marital status, age, national origin, disability, protected veteran status, or any other consideration or protected category made unlawful by federal, state or local laws.

Attention Applicants:  If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, please let us know. Likewise, if you are limited in the ability to access or use this online application process and need an alternative method for applying, we will determine an alternate way for you to apply. Please contact our Talent Acquisition Team at lfcareers@idexcorp.com for assistance with an accommodation. These contact tools may be used only by individuals with a disability for accommodation requests. Do not inquire as to the status of an application.