Senior Solution Architect - Dynamics 365 Customer Engagement

Introduction

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.

Your Role And Responsibilities

As a Solution Architect within the Microsoft Practice, you will lead the technical design and delivery of complex digital transformation programs for major Western Australian clients. You will drive the modernisation of manual business processes through automation, modular technical assessment capabilities, and improved digital self-service experiences. This is a client-facing architecture role. You will own the solution design across Power Platform, Azure, and integration layers while working directly with client stakeholders at all levels, from SMEs through to executive sponsors and Architecture Review Boards. You will run discovery workshops, present solution recommendations, navigate platform decisions, and coordinate delivery across multidisciplinary teams including developers, BAs, designers, and integration specialists.

Preferred Education

Bachelor's Degree

Required Technical And Professional Expertise

• At least 8 years in technology with relevant delivery experience, including 3+ years in a solution architecture or technical lead capacity
• Strong track record designing and delivering Power Platform solutions (Dynamics 365, Power Pages, Dataverse, Power Automate) in enterprise environments, ideally with at least one engagement involving Unified Service Desk or the modern Customer Service workspace
• Practical experience leading USD migrations into modern customer service tooling. Knows how hosted controls, agent scripts, action calls and window navigation rules map into Customer Service workspace, Omnichannel for Customer Service and Channel Integration Framework
• Comfortable running solution design workshops with business and IT stakeholders. Can turn a messy set of contact centre and service ops requirements into a clear target state
• Strong consulting and communication skills. Presents trade-offs cleanly to senior stakeholders and holds the architecture line when commercial pressure builds
• Works well across mixed delivery teams (developers, functional consultants, test, change) rather than only inside their own swimlane
• Working knowledge of the broader Microsoft estate (Azure integration patterns, Entra ID, Dataverse security model, Power Platform ALM) - enough to make sensible calls beyond the immediate D365 footprint
• Shapes and estimates work for proposals and SoWs with a realistic view on effort, risk and assumptions
• Bachelor's degree in a relevant discipline, or equivalent industry experience

Preferred Technical And Professional Experience

• Working experience with Customer Service workspace, Omnichannel for Customer Service, Channel Integration Framework (v1 and v2) and unified routing
• Exposure to agent productivity features in modern D365 (macros, agent scripts, smart assist, knowledge management, productivity pane)
• Familiarity with Copilot for Service and Copilot Studio, particularly around agent assist and case summarisation
• Comfort with Power Platform ALM (solutions, managed pipelines, Azure DevOps or GitHub) and Dataverse environment strategy
• Telephony / CTI integration experience with platforms like Genesys, NICE, Five9, Amazon Connect or Azure Communication Services
• Background in contact centre operations - understands queues, skills-based routing, wrap-up, AHT and the day-to-day pressures on agents
• Experience in utilities, energy, resources or financial services delivery
• Pre-sales and proposal shaping experience, including estimation and SoW input
• People leadership or mentoring across mixed onshore / offshore teams