Senior Solution Architect – Technical Service & CRM

The role supports a transformation initiative within Technical Service delivery, focusing on scalable, standard-first, and implementation-ready solutions within the existing Customer Excellence platform. It involves ensuring solutions within CRM and service environments are robust, aligned with enterprise architecture principles, and support business needs across multiple markets.

• Senior-level experience in solution architecture within enterprise environments
• Proven experience with Microsoft Dynamics 365 Customer Service architecture (CRM)
• Strong solution design and decision-making capabilities
• Experience working with service workflows and enterprise digital solutions
• Strong understanding of integration patterns, data models, and platform capabilities
• Excellent stakeholder engagement and communication skills
• Ability to translate complex business needs into structured, scalable solutions

Preferred Profile:

• Experience working in global organizations and multi-market environments
• Minimum 6+ years of experience with Microsoft Dynamics 365 CRM
• Familiarity with Technical Service or Customer Service domains
• Strong understanding of enterprise architecture principles and best practices
• Ability to balance business requirements with technical constraints and platform standards

• Define and design scalable solution architectures for Technical Service workflows within CRM platforms
• Ensure a standard-first approach, leveraging out-of-the-box capabilities where possible
• Translate business requirements into implementation-ready solution designs
• Drive architectural decisions and ensure alignment with enterprise architecture guidelines
• Collaborate closely with product owners, developers, and business stakeholders
• Support and guide development teams during implementation
• Ensure consistency and scalability across global and multi-market solutions
• Identify risks, dependencies, and integration requirements across systems