Senior Solutions Designer - CRM

Position Overview

The Senior Solutions Designer – CRM will be responsible for designing enterprise-scale Microsoft Dynamics 365 and Power Platform solutions supporting complex business processes such as permitting, licensing, compliance, enforcement, inspections, case management, and customer service.

The successful candidate will work closely with Solution Architects, Business Analysts, Product Owners, Developers, Project Managers, Integration, Infrastructure, Security, and business teams to translate business requirements into scalable, secure, reusable, and implementation-ready CRM solutions.

Key Responsibilities

Solution Analysis & Design

• Collaborate with Senior Solution Architects to develop solution options, assess alternatives, and recommend optimal Dynamics 365 approaches aligned with enterprise platform objectives.
  
• Analyze business requirements across permitting, licensing, compliance, enforcement, inspections, case management, and customer service programs and translate them into detailed CRM solution designs.
  
• Conduct current-state assessments, gap analyses, and capability assessments of business processes, applications, and CRM platforms.
  
• Identify opportunities for standardization, consolidation, reuse, and platform optimization.
  
• Evaluate Dynamics 365 out-of-the-box capabilities before recommending custom configuration or development.
  
• Define configuration-first approaches wherever possible.
  
• Design reusable enterprise business capabilities, workflows, processes, forms, and solution components across multiple lines of business.
  
• Develop detailed functional and technical solution designs.
  
• Produce implementation-ready solution design documents, functional specifications, configuration specifications, process flows, user journeys, user stories, and technical requirements.
  
• Develop solution option analyses, recommendations, trade-offs, risk assessments, and implementation approaches.
  

Dynamics 365 & Power Platform

Design and implement solutions using:

• Microsoft Dynamics 365 Customer Service
  
• Microsoft Dataverse
  
• Model-Driven Apps
  
• Power Automate
  
• Business Process Flows
  
• Power Pages
  
• Business Rules
  
• Security Roles
  
• Role-Based Access Control
  
• Plugins
  
• PCF Controls
  
• Custom APIs
  
• Workflow Extensions
  
• Azure-hosted components
  

Design and document business processes, workflows, case management processes, user journeys, forms and screens, business rules, security models, role-based access controls, solution components, and configurations.

Define detailed requirements for customizations including plugins, PCF controls, custom APIs, workflow extensions, and Azure-hosted components where required.

Support multi-business and multi-tenant CRM solutions through configurable and scalable platform components, including business units, security roles, data segregation, and reusable configuration models.

Data Modelling & Integration

• Design conceptual and logical data models using Dataverse.
  
• Define business entities, relationships, data mappings, data quality requirements, and validation requirements.
  
• Design integration requirements between Dynamics 365 and enterprise systems.
  
• Develop interface specifications, business integration specifications, and data exchange requirements.
  
• Support integrations with enterprise portals, document management systems, identity and access management solutions, GIS platforms, enterprise data platforms, and legacy applications.
  
• Apply enterprise integration patterns and data governance principles.
  
• Support data migration strategies and legacy system transition initiatives.
  
• Experience with REST APIs, MuleSoft, Azure Integration Services, and enterprise integration platforms.
  

Azure Solution Architecture

• Architect and implement Azure-based enterprise solutions supporting Dynamics 365 and Power Platform.
  
• Experience with Azure Integration Services, Azure App Services, Azure Functions, Azure API Management, and cloud-native components.
  
• Design scalable integration and API solutions across multiple enterprise systems.
  
• Support enterprise cloud architecture, application integration, and modernization initiatives.
  

Architecture & Design Deliverables

Produce and maintain architecture and solution design artifacts including:

• Physical Architecture Diagrams
  
• Solution Architecture Documents
  
• Integration Architecture Specifications
  
• Security Architecture Designs
  
• Data Flow Diagrams
  
• Environment Architecture
  
• Functional Design Documents
  
• Technical Design Specifications
  
• Interface Specifications
  
• Data Models
  
• Process Models
  
• Integration Specifications
  
• Configuration Specifications
  

Governance & Delivery Support

• Support architecture reviews and design walkthroughs.
  
• Review solution configurations and development deliverables to ensure alignment with approved designs and architecture standards.
  
• Identify solution risks, dependencies, product limitations, implementation challenges, and technical constraints.
  
• Provide practical recommendations and mitigation strategies.
  
• Support testing, deployment planning, production readiness, and implementation activities.
  
• Contribute to solution governance and enterprise architecture standards.
  

Stakeholder Engagement & Collaboration

• Facilitate requirements workshops, design sessions, and stakeholder consultations.
  
• Collaborate with Solution Architects, Business Analysts, Product Owners, Developers, Project Managers, Infrastructure Teams, Integration Teams, Security Teams, and business stakeholders.
  
• Communicate solution recommendations, risks, constraints, trade-offs, and design decisions to both technical and business audiences.
  
• Build strong relationships with stakeholders and facilitate consensus around solution decisions.
  
• Manage multiple priorities while maintaining high-quality deliverables and meeting deadlines.
  

Requirements

Required Experience & Skills

• 7+ years of CRM solution design experience.
  
• 5+ years of Microsoft Dynamics 365 and Power Platform experience.
  
• Demonstrated experience designing and implementing enterprise-scale CRM or case management solutions.
  
• Strong experience with Microsoft Dynamics 365 Customer Service and Dataverse.
  
• Demonstrated experience designing and implementing Power Platform solutions including Model-Driven Apps, Power Automate, Power Pages, and Business Process Flows.
  
• Demonstrated experience in Microsoft Dynamics 365 Solution Architecture, including design, implementation, customization, and governance of enterprise-wide platforms.
  
• Strong business process modelling, requirements analysis, gap analysis, and solution design capabilities.
  
• Experience evaluating Dynamics 365 out-of-the-box capabilities and defining configuration-first approaches.
  
• Experience producing implementation-ready solution specifications and architecture artifacts.
  
• Experience designing reusable and scalable CRM capabilities across multiple business areas.
  
• Experience designing multi-business or multi-tenant CRM solutions.
  
• Strong Dataverse data modelling experience.
  
• Experience defining entities, relationships, data mappings, and data quality requirements.
  
• Demonstrated experience designing enterprise integration architectures and scalable integration patterns.
  
• Experience with REST APIs, Azure Integration Services, MuleSoft, API Management, and enterprise integration platforms.
  
• Demonstrated experience architecting and implementing Azure-based enterprise solutions.
  
• Experience with Azure App Services, Azure Functions, Azure API Management, and cloud-native components.
  
• Experience supporting data migration and legacy system transition initiatives.
  
• Experience with security architecture, role-based access, data segregation, and enterprise security requirements.
  
• Experience supporting large and complex enterprise CRM implementations.
  

General Skills

• Strong analytical, problem-solving, and decision-making skills.
  
• Excellent verbal and written communication skills.
  
• Strong stakeholder management, facilitation, negotiation, and interpersonal skills.
  
• Excellent documentation and presentation skills.
  
• Ability to communicate effectively with both technical and business audiences.
  
• Strong teamwork and collaboration skills.
  
• Ability to manage multiple priorities and meet deadlines.
  
• Knowledge of CRM applications, databases, operating systems, programming concepts, and communication protocols.
  
• Knowledge of enterprise architecture, security, recovery, performance, capacity, and technology standards.
  
• Understanding of project management methodologies such as PMBOK.
  
• Ability to conduct technology assessments and cost/benefit analyses.
  
• Knowledge of emerging technologies and their application to short- and long-term enterprise technology requirements.
  
• Experience planning, migrating, implementing, and sustaining large complex system development initiatives.
  

Enterprise / Public Sector Environment

Knowledge or experience with:

• Enterprise I&IT policies and standards
  
• Information management mandates
  
• Enterprise architecture standards
  
• Directory and messaging standards
  
• Infrastructure policies and procedures
  
• Technology governance
  
• Procurement processes
  
• Cost models
  
• Enterprise service delivery processes
  
• Large-scale public-sector or enterprise technology environments
  

Certifications – Nice to Have

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