Cloud Solution Architect - D365 Customer Service

Cloud Solution Architect- D365 Customer Service

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world's best brands, today and into the future. We're solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we're the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix's transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we're proud to be recognized with awards such as "World's Best Workplaces," "Best Companies for Career Growth," and "Best Company Culture," year after year. Join us and be part of this journey towards greater opportunities and brighter futures.

Responsibilities

• Drive Customer Success: Become a trusted advisor to customers and partners by leveraging your expertise in Business Applications and Dynamics 365 Customer Service to deliver on Customer Success Plan outcomes. Guide customers through service transformation journeys, from case management optimization to knowledge-driven support.
• Enable Product Feedback Loops: Capture and share insights from customer engagements with engineering and product teams to influence the evolution of Dynamics 365 Customer Service capabilities, including case routing, service-level agreements (SLAs), and agent productivity tools.
• Accelerate Adoption and Value Realization: Identify opportunities to drive business outcomes through the adoption of D365 Customer Service features such as case lifecycle automation, integrated knowledge bases, AI-powered suggestions, and customer self-service portals.
• Resolve Implementation Challenges: Partner with customers to overcome blockers to deployment and usage by applying your technical, functional, and project management expertise. This includes designing scalable service processes, integrating with backend systems, and aligning with IT governance models.
• Identify Growth Opportunities: Leverage your understanding of Business Applications and D365 Customer Service to uncover new opportunities for value creation, including cross-sell/upsell of related capabilities like Power Virtual Agents, Customer Insights, and Power Automate.
• Stay Current and Share Knowledge: Continuously enhance your skills and stay informed on the latest D365 Customer Service roadmap, best practices, and industry trends. Contribute to internal and external communities by sharing reusable assets, success stories, and thought leadership.
• Champion Service Transformation: Support customers in reimagining their service delivery models by aligning technology with business goals—whether through proactive service, omnichannel engagement, or agent enablement.

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND several years of experience in cloud technologies, IT consulting, systems implementation, or business applications OR equivalent experience
• Deep technical expertise in Microsoft Dynamics 365 Customer Service and Power Platform, particularly in enterprise-scale architecture, implementation, and operations
• Proven experience in customer-facing roles, with a strong ability to influence stakeholders and drive business outcomes
• Demonstrated success in delivering service transformation projects involving case management, knowledge management, SLAs, and customer engagement strategies

Preferred Qualifications

• Bachelor's or Master's Degree in a related field AND extensive experience in cloud-based business applications, architecture, and consulting OR equivalent experience
• Microsoft certifications related to Dynamics 365 Customer Service and Power Platform (e.g., MB-230, PL-600)
• Experience with integrating D365 Customer Service with other Microsoft services (e.g., Power Virtual Agents, Customer Insights, Azure AI), and third-party systems (e.g., CRM, ERP, or ITSM platforms)
• Familiarity with service design principles, customer journey mapping, and KPIs such as first contact resolution, case deflection, and customer satisfaction (CSAT)