About this role
AI Solutions Architect – CRM & AI Integration
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
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Partner with business stakeholders to translate strategic goals into CRM + AI architecture.
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Act as the primary technical liaison with Microsoft, aligning on platform capabilities and roadmap.
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Collaborate with enterprise architecture teams to ensure compliance with standards, security, and integration patterns.
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Design and oversee delivery of AI-driven CRM capabilities, including:
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AI-powered lead scoring and prioritization.
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Conversational AI / Copilot integrations.
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Generative AI for customer insights (Azure OpenAI Service).
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Intelligent sales forecasting (Azure Machine Learning pipelines).
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Next-best-action recommendations for sales/service reps.
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Customer 360 / unified data architecture across Dynamics 365, Power Platform, Dataverse, and external systems.
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AI-assisted customer service (case routing, sentiment detection, resolution suggestions).
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Agentic workflows orchestrated via Dynamics 365, Power Automate, and Azure AI services.
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Define architecture patterns, data flows, and governance standards for secure, scalable AI solutions.
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Lead technical design sessions and produce clear architecture documentation.
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Evaluate build-vs-buy trade-offs between native CRM AI features and custom AI/ML development.
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Guide implementation teams through delivery, testing, and rollout.
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Required Qualifications
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15+ years of overall IT experience, with strong CRM platform expertise.
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Hands-on experience with Microsoft Dynamics 365 (preferred).
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Proven track record architecting and deploying AI/ML solutions in enterprise applications.
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(If Dynamics 365 not present) Demonstrated Sales AI experience — conversation intelligence, predictive scoring, forecasting tools.
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Strong knowledge of enterprise data architecture, integration patterns, and governance.
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Excellent communication and stakeholder management skills.
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Preferred Qualifications
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Microsoft certifications (Dynamics 365, Azure AI Engineer, Power Platform).
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Hands-on with Microsoft’s AI stack: Copilot Studio, Azure OpenAI Service, Power Platform AI Builder, Dataverse.
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Familiarity with enterprise architecture frameworks (e.g., TOGAF).
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Experience with Power Automate and low-code/no-code orchestration tools.
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Background in sales or customer service operations.
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Must-have skills
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CRM IntegrationMicrosoft Dynamics 365
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Good-to-have skills
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AI/MLsolution architect
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