Customer Engagement Cloud Solution Architecture D365

Job description

At Small Medium Enterprises and Channel (SME&C), we are leading a high-growth, AI-powered global sales team—one that is deeply connected to our partners and driven by customer success.

By uniting our Small Medium Business, Corporate, Strategy, and Partner teams, we are unlocking the largest customer opportunity, backed by the industry’s most significant investments.

Leveraging the power of AI and our extensive partner ecosystem, we are redefining how businesses of all sizes adopt technology to drive growth and innovation.

SME&C is more than a sales organization—it’s a culture of innovation, opportunity, and inclusivity.

Here, you’ll be part of a diverse, high-performing, and customer-obsessed team where collaboration, connection, and continuous learning fuel everything we do.

If you thrive in a fast-paced, digital-first environment and are eager to make a meaningful impact, explore how SME&C can be the next step in your career.

Together, we are shaping the future of business.

We are looking for a Cloud Solution Architect (CSA), specializing in Business Applications Customer Engagement, who is passionate about driving our customers’ business applications, enabling low code agility and transforming those customers with AI.

This is a customer-facing role, owning both the business applications-focused technical relationship and technical strategy between the customer and Microsoft, helping customers to leverage their Microsoft investments through architecture, and operational health engagements.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more.

As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals.

Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

**Responsibilities**

+ **Customer Centricity and customer satisfaction:**
+ Gather customer insights to map solutions and services with customer business outcomes leveraging Microsoft Business Applications expertise.
+ Identify opportunities to improve customer solutions and position services to help customers to achieve their objectives.
+ Help accelerate solution delivery and adoption through Value Based Deliveries and repeatable Intellectual Property (IP).
+ Support customer skilling by delivering technical discussions, workshops, etc.

that enable operational health and cloud readiness.
+ Provide feedback from customers to the relevant MS teams, including Product Groups, to enable continuous improvement.
+ **Business Impact Consumption (Cloud & Support) growth:**
+ Develop opportunities to drive Customer Success business results by providing expertise/guidance to technical and business decision makers to ensure they understand Microsoft''s Business Applications value proposition and are enabled to generate value from their investment in the Microsoft technology via solution optimization, performance efficiency and organizational/operational excellence in alignment with the Customer Success Account Manager or other Account Team members.
+ **Resolution of Customer Blockers:**
+ Identify resolutions to issues blocking go-live or broad usage of projects by leveraging technical/functional/project management & business value subject matter expertise.

Deliver all work according to MS best practices & policies and using repeatable Intellectual Property (IP).
+ **Identify growth opportunities:**
+ Leverage knowledge of the products, services, and value propositions of Microsoft Business Applications in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs.
+ **Technical Leadership:**
+ Learn-it-all:Drive continuous alignment and improvement of individual skills to better support and enable customer’s and MSFT’s business goals.
+ **Accelerate customer outcomes:** Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-use and learn from others to help accelerate your customers transformation journey.

**Qualifications**

**Required/Minimum Qualifications**

+ Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
+ Fluency in both English and Frenchin order to be able to have deep technical conversations with our customers.
+ Dynamics CE Cloud Solution Architects should be experienced in implementing, operating, tuning and troubleshooting Dynamics CE/CRM systems, ideally in multiple industries.
+ Experience with advanced Dynamics 365 CE modules configuration and management (Customer Service, Sales Hub are a must have.

Other modules experience is nice-to-have).
+ Experience with Dynamics CE on-premises stack components, including SQL, IIS, Windows.
+ Experience with advance Dynamics deployment topologies including multiple server environments; network load balanced deployments; claims and IFD configurations with ADFS a plus.
+ Extensive experience with Microsoft Dynamics CE/CRM, preferably with multiple versions (2013 - v9.1 on-premises).
+ Candidate could have worked as a System Administrator or Level 2/3 Help Desk for Dynamics CE/CRM on-premises.
+ Dynamics experience should include investigations narrowing down general issues to specific root causes.
+ Familiarity with Dynamics deployment installation and configuration; including planning, technology prerequisites and installation steps.
+ Microsoft accreditation or proven experience with SQL query syntax, SQL query tuning and optimizations in addition to SQL configurations at instance and database level is good to have.

**Preferred qualifications:**

+ Knowledge of other Power Platform components (Canvas Apps, PVA, Power BI, Power Automate, etc.).
+ Knowledge of ALM and CI/CD strategies related to Dynamics development and deployment.
+ Knowledge of ADFS, Exchange, Exchange Online and setting up Server-based authentication with D365 CRM.
+ Knowledge of SharePoint.
+ Knowledge of Application Insights and its dataverse integration.
+ Development experience with CRM SDK, C#, JavaScript.
+ Dual Write knowledge would be appreciated

Microsoft is an equal opportunity employer.

Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances.

If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations (https://careers.microsoft.com/v2/global/en/accessibility.html) .

Required Skill Profession

Other General