Concentrix

Cloud Solution Architect – D365 Customer Service

Concentrix

full-time

Posted on:

Location Type: Remote

Location: Remote • Texas • 🇺🇸 United States

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Salary

💰 $106,000 - $140,000 per year

Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • 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.
  • 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.
  • 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.
  • Partner with customers to overcome blockers to deployment and usage by applying your technical, functional, and project management expertise.
  • 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.
  • Continuously enhance your skills and stay informed on the latest D365 Customer Service roadmap, best practices, and industry trends.
  • Support customers in reimagining their service delivery models by aligning technology with business goals—whether through proactive service, omnichannel engagement, or agent enablement.

Requirements

  • 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
  • Must have experience with Dataverse (formerly known as CDS Common Data Service)
Benefits
  • medical, dental, and vision insurance
  • comprehensive employee assistance program
  • 401(k) retirement plan
  • paid time off and holidays

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Microsoft Dynamics 365 Customer ServicePower Platformcloud technologiescase managementknowledge managementservice-level agreementscustomer engagement strategiesDataverseenterprise-scale architecturesystems implementation
Soft skills
customer-facing rolesinfluence stakeholdersdrive business outcomesproject managementtechnical expertisefunctional expertisecommunicationproblem-solvingcollaborationadaptability