RQ11391 - Solutions Designer - CRM - Senior

Responsibilities:

Solution Analysis & Design:

• Collaborate with the Senior Solution Architect to develop solution options, assess alternatives, and recommend optimal Dynamics 365 solution approaches aligned with enterprise platform objectives.
  
• Analyze business requirements across permitting, licensing, compliance, enforcement, and case management programs and translate them into detailed CRM solution designs.
  
• Conduct current-state assessments of business processes, applications, and CRM capabilities to identify opportunities for standardization, consolidation, and reuse.
  
• Evaluate Microsoft Dynamics 365 out-of-the-box capabilities before recommending custom configuration or development solutions.
  
• Define detailed functional and technical solution designs that support reusable enterprise business capabilities across multiple lines of business.
  
• Produce detailed solution design documents, functional specifications, configuration specifications, process flows, user stories, and technical requirements. 
  

Dynamics 365 & Power Platform Design:

• Design solutions using Dynamics 365 Customer Service, Dataverse, Model-Driven Apps, Power Automate, Business Process Flows, Power Pages, and related Microsoft platform capabilities.
  
• Design and document: Business processes and workflows, Case management processes, User journeys, Forms and screens, Business rules, Security models, Role-based access controls, Solution components and configurations.
  
• Define configuration approaches and detailed requirements for customizations including plugins, PCF controls, custom APIs, workflow extensions, and Azure-hosted components where required.
  
• Support the design of multi-tenant CRM solutions including business units, security roles, data segregation, and reusable configuration models.
  

Data & Integration Design:

• Define and document business data requirements, entity models, relationships, data mappings, and data quality requirements within Dataverse.
  
• Support the design of integrations between Dynamics 365 and enterprise platforms including portals, document management systems, identity management solutions, GIS platforms, enterprise data platforms, and integration services.
  
• Develop interface requirements, business integration specifications, and data exchange requirements to support enterprise integration architecture.
  
• Contribute to data migration strategies and legacy system transition approaches.
  

Governance Support:

• Support architecture reviews, design walkthroughs
  
• Identify solution risks, product limitations, implementation challenges, and provide practical recommendations and mitigation strategies.
  
• Collaborate with business analysts, product owners, developers, architects, infrastructure teams, integration teams, and security teams throughout the solution design cycle. 
  

General Skills:

• Knowledge of CRM applications, operating systems, environments, database technologies, programming languages and communication protocols.
  
• Knowledge of related best practices, OPS directory/messaging standards, standard facilities architecture management, facility service delivery processes, infrastructures policies, procedures and direction, cost models and procurement processes,
  
• Ability to gather client business requirements; corporate I&IT information mandates, client information technology strategic plans, environment and standards
  
• Ability to participate in the development of solutions and provide advice on short/long term CRM solution service development activities.
  
• Knowledge of leading edge technologies design criteria, security and recovery procedures, preparation of technical specifications for installation, testing and performance of integrated, multi-services systems; assess performance and capacity of existing system making recommendations for improving performance and develop technical documentation.
  
• Experience planning, migrating, implementing and sustaining large complex system development projects
  
• Knowledge of technology developments, trends and new products to evaluated application to client short and long term technology requirements.
  
• Basic knowledge of project management methodology (e.g. PMBOK), analytical tools and processes.
  
• Conceptual and analytical skills to assess and evaluate client needs and c o n d u c t cost/benefit analyses for new technology requirements in planning and designing solutions.
  
• Experience designing and developing large, complex, CRM applications
  
• Experience with systems evaluation to assess conditions, technical performance and capacity of existing systems and determine need and feasibility of expansion, renovation or replacement.
  
• Excellent analytical, problem-solving and decision-making skills, verbal and written communication skills, interpersonal skills and negotiation skills, teamwork skills
  
• A team player with a track record for meeting deadlines
  

Experience and Skill Set Requirements:

Must Haves:

• Demonstrated experience in Microsoft Dynamics 365 Solution Architecture, including design, implementation, customization, and governance of enterprise-wide platforms.
  
• Demonstrated experience designing and implementing Microsoft Power Platform solutions, including Model-Driven Apps, Power Automate, Power Pages, and Business Process Flows
  
• Experience architecting and implementing Azure-based enterprise solutions, including Azure Integration Services, App Services, Functions, API Management, and cloud-native components.
  
• Demonstrated experience designing Enterprise - Integration Architectures and implementing scalable integration patterns across multiple business systems and platforms.
  
• Produce architecture deliverables including:
  
• Physical Architecture Diagrams
  
• Solution Architecture Documents
  
• Integration Architecture Specifications
  
• Security Architecture Designs
  
• Data Flow Diagrams
  
• Environment Architecture
  

Nice to Have: 

• Microsoft Certified: Dynamics 365 Solution Architect Expert.
  
• Microsoft Certified: Power Platform Solution Architect Expert.
  
• Azure Solutions Architect Expert certification.
  

Skill Set Requirements:

CRM Solution Design and Solution Options:

Demonstrated expertise in:

·      Designing and implementing enterprise CRM solutions using Microsoft Dynamics 365 Customer Service, Dataverse, and Power Platform.

·      Analyzing business requirements across permitting, licensing, compliance, enforcement, inspections, case management, or customer service programs and translating them into detailed solution designs.

·      Conducting current-state assessments, gap analyses, and solution options evaluations to identify opportunities for business process standardization, consolidation, and reuse.

·      Developing solution option analyses, recommendations, trade-offs, risk assessments, and implementation approaches.

·      Designing solutions using: Dynamics 365 Customer Service, Dataverse, Model-Driven Apps, Power Automate, Business Process Flows, Power Pages, Security Roles, Business Rules, Plugins, PCF Controls, Custom APIs.

·      Evaluating out-of-the-box Dynamics 365 capabilities and defining configuration-first approaches before recommending custom development.

·      Designing reusable business capabilities, workflows, processes, forms, and solution components that support multiple lines of business on a common enterprise platform.

·      Producing detailed functional designs, solution specifications, process models, user journeys, and implementation-ready documentation.

·      Supporting multi-business and multi-tenant solution designs through configurable and scalable platform components. 

Experience Requirements:

• 7+ years of CRM solution design experience.
  
• 5+ years of Microsoft Dynamics 365 and Power Platform experience.
  
• Experience designing and implementing enterprise-scale CRM or case management solutions.
  
• Strong business process modelling, requirements analysis, and solution design skills.
  
• Demonstrated experience producing implementation-ready solution specifications and design artifacts.
  

Dataverse Data Modelling & Integration Design:

Demonstrated Expertise in

• Designing conceptual and logical data models using Dataverse.
  
• Defining business entities, relationships, data mappings, and data quality requirements.
  
• Designing integration requirements between Dynamics 365 and enterprise systems.
  
• Experience with REST APIs, MuleSoft, Azure Integration Services, Identity and Access Management, document management platforms, and enterprise portals.
  
• Supporting data migration and system transition initiatives.
  

Experience Requirements:

• Experience developing interface specifications and integration requirements.
  
• Understanding of enterprise integration patterns and data governance principles.
  

Delivery Leadership, Stakeholder Engagement & Collaboration:

• Collaborating with Solution Architects, Business Analysts, Product Owners, Developers, Project Managers, Infrastructure Teams, Integration Teams, and Security Teams.
  
• Facilitating requirements workshops, design sessions, and stakeholder consultations.
  
• Communicating solution recommendations, risks, constraints, and design decisions to business and technical audiences.
  
• Reviewing solution configurations and development deliverables to ensure alignment with approved designs and architecture standards.
  
• Supporting testing, deployment planning, production readiness, and implementation activities.
  
• Identifying solution risks, dependencies, and implementation challenges and developing mitigation strategies.
  

Experience Requirements:

• Experience supporting large and complex enterprise CRM implementations.
  
• Strong stakeholder management, facilitation, communication, and relationship-building skills.
  
• Excellent analytical, problem-solving, and documentation skills.
  
• Proven ability to manage multiple priorities and deliver high-quality outcomes.