About Gruve
Gruve is an innovative software services startup dedicated to transforming enterprises to AI powerhouses. We specialize in cybersecurity, customer experience, cloud infrastructure, and advanced technologies such as Large Language Models (LLMs). Our mission is to assist our customers in their business strategies utilizing their data to make more intelligent decisions. As a well-funded early-stage startup, Gruve offers a dynamic environment with strong customer and partner networks.
About Role
The
Dynamics 365 Architect
will play a key role in designing and delivering
enterprise-scale Customer Service and Contact Center solutions
using
Microsoft Dynamics 365
,
Power Platform
, and
Azure Communication Services
.This role combines deep functional and technical expertise in
Dynamics 365 Customer Service / Omnichannel
with strong leadership to guide solution architecture, client engagements, and digital transformation initiatives.The ideal candidate will act as a trusted advisor to stakeholders, ensuring scalable, secure, and high-performing solutions that elevate customer experience and operational efficiency.
Key Roles & Responsibilities
Solution Architecture & Design
- Lead the architecture, design, and deployment of Dynamics 365 Customer Service / Omnichannel solutions.
- Define end-to-end contact center architectures leveraging Dynamics 365, Power Platform, Azure Communication Services, and AI capabilities.
- Integrate D365 with telephony, IVR, CRM, ERP, and third-party applications.
Technical Leadership
- Provide architectural guidance to delivery and development teams across multiple transformation programs.
- Define technical roadmaps, standards, and best practices for scalable, secure, and resilient platforms.
- Conduct design and code reviews ensuring adherence to enterprise and compliance standards.
Implementation & Delivery
- Drive end-to-end project lifecycle — requirements, design, customization, integration, testing, deployment, and hypercare.
- Collaborate with business and product owners to translate functional requirements into technical designs.
- Ensure high system availability, performance optimization, and SLA adherence.
Innovation & Optimization
- Leverage AI, Copilot, Power Virtual Agents, and automation to enhance agent productivity and customer satisfaction.
- Promote adoption of self-service, chatbots, and intelligent routing to improve efficiency and reduce operational costs.
- Continuously explore and implement new Microsoft Cloud innovations such as Fabric, AI Builder, and Cognitive Services.
Stakeholder Engagement
- Act as a trusted advisor to senior business and IT leaders, presenting solution options and value-driven roadmaps.
- Partner with vendors and system integrators for telephony, AI, and integration services.
- Deliver executive-level presentations, reports, and updates on KPIs, solution design, and risk mitigation.
Basic Qualifications
- 10+ years of experience in CRM or Contact Center solution architecture.
- Minimum 5 years of hands-on experience with Microsoft Dynamics 365 Customer Service / Omnichannel.
- Strong knowledge of Power Platform (Power Apps, Automate, BI, Virtual Agents).
- Experience in Azure Communication Services, AI-based customer engagement, and self-service solutions.
- Proven expertise in solution design, integration architecture, and technical leadership for enterprise-scale projects.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- Experience integrating Dynamics 365 with leading cloud contact center platforms (Genesys, Cisco, Avaya, NICE, Five9, etc.).
- Understanding of data governance, security, and compliance frameworks (GDPR, ISO, PCI DSS).
- Exposure to AI-driven automation, Copilot, and bot frameworks.
- Microsoft Certifications such as:
- Dynamics 365 Customer Service Functional Consultant Associate
- Power Platform Solution Architect Expert
- Ability to work cross-functionally with business and technical teams to deliver scalable and resilient solutions.
Why Gruve
At Gruve, we foster a culture of innovation, collaboration, and continuous learning. We are committed to building a diverse and inclusive workplace where everyone can thrive and contribute their best work. If you’re passionate about technology and eager to make an impact, we’d love to hear from you.Gruve is an equal opportunity employer. We welcome applicants from all backgrounds and thank all who apply; however, only those selected for an interview will be contacted.
