Cloud Solution Architect - D365 Customer Service

Cloud Solution Architect- D365 Customer Service

Concentrix is the intelligent transformation partner. Solution-focused, tech-powered, and intelligence-fueled. The global technology and services leader that powers the world's best brands, today and into the future. With unique data and insights, deep industry expertise, and advanced technology solutions, we are 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.

D365 - Customer Service

As a Cloud Solution Architect specializing in Business Applications, you'll lead the transformation of customer service operations by helping clients modernize and optimize their service delivery using Microsoft Dynamics 365 Customer Service. You'll work closely with business and technical stakeholders to design and implement scalable, intelligent service solutions that improve customer satisfaction, streamline case resolution, and empower agents with AI-driven insights and automation.

Responsibilities

• Drive Customer Success
• Enable Product Feedback Loops
• Accelerate Adoption and Value Realization
• Resolve Implementation Challenges
• Identify Growth Opportunities
• Stay Current and Share Knowledge
• Champion Service Transformation

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)

The base salary range for this position is $106,000 - $140,000 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays. The deadline to apply for this position is 11/17/2025.

At Concentrix, we provide customer experience solutions that may involve handling sensitive data. As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.

Location: USA, TX, Work-at-Home Language Requirements: Time Type: Full time Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.

Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.