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Microsoft Dynamics 365 Service Operations Solution Architect
Location
United States
Posted
1 day ago
Salary
0
Seniority
Lead
Job Description
Microsoft Dynamics 365 Service Operations Solution Architect
Ludia Consulting
• As our Microsoft Dynamics 365 (“D365”) Service Operations Solution Architect, you will be a key solutionist who owns end-to-end solution design across the D365 service stack: Field Service, Customer Service and Contact Center, and Project Operations. • You will translate the way our clients run service operations (work orders, scheduling, dispatch, assets, contracts, and project delivery) into scalable D365 solutions for asset- and service-centric organizations in heavy equipment, energy, manufacturing, and engineering and construction. • As part of your everyday work, you will drive client requirements and partner with Ludia Leadership and the Microsoft Product, FastTrack, and Sales teams to draft solutions for our clients and help shape the future of service operations, including the shift toward Copilot- and agent-assisted service. • Projects include client-facing meetings (both remote and onsite), occasional visits to Microsoft offices, and training engagements. • This position combines strong consulting ability with an equal emphasis on client-facing interpersonal skills. Our architects learn quickly, communicate ideas effectively, define and lead team efforts, and use flexibility and creativity to present a variety of solutions.
Job Requirements
- 7+ years of experience with Dynamics 365 solution delivery across Customer Engagement and Field Service, including end-to-end implementations in a solution design or architect role
- Undergraduate or master's degree with a focus on Information Systems, Operations Management, Finance/Accounting, Computer Science, or equivalent experience
- Deep expertise in Dynamics 365 Field Service: work order management, scheduling and Resource Scheduling Optimization, agreements, customer assets, inventory, and the Field Service mobile application
- Working knowledge of Dynamics 365 Customer Service and Contact Center, including case management, unified routing, and omnichannel capabilities
- Must have experience and comfort with using Azure DevOps (ADO) to capture and track solution scope work items (Epics, Features, Requirements, Tasks, etc). (This is a firm requirement)
- Basic understanding of out-of-the-box D365 Finance & Supply Chain (F&SC) processes related to Field Service, Project Operations, Contact Center and/or Customer Service, and ability to collaborate with F&SC architects to own holistic enterprise solution designs.
- Experience designing integrations using Dual-write, Business Events, and Azure services (Logic Apps, Functions, API Management)
- Experience with Copilot capabilities in Dynamics 365 and exposure to building agents in Microsoft Copilot Studio
- Working understanding of Power BI: 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 knowledge of service operations business processes in sales, customer service, field service, and project delivery
- Professional presence, strong communication skills, and a proactive mindset, with the ability to engage effectively with clients and stakeholders at all levels of an organization
- Ability to work independently and as a team player to meet project deliverables on time
- Ability to travel to client sites within the United States (up to 50% travel)
Benefits
- Remote when not traveling to customer sites
- Unlimited PTO
- Companywide time off at the end of the year
- Full health benefits, vision, and dental
- 401K
- …and more!
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