
About the role
We are seeking an experienced Dynamics 365 Architect with a strong specialization in the Customer Service / Contact Center module to design, implement, and optimize enterprise-scale customer engagement platforms. The ideal candidate will have deep expertise in Dynamics 365 Customer Service, Omnichannel, Power Platform, and Azure Communication Services, and will play a critical role in driving digital transformation for customer support operations.
Location: Remote (9 am EST to 6 pm EST)
Key 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 CC with telephony, IVR, chatbots, CRM, ERP, and third-party applications.
- Technical Leadership
- Provide architectural guidance to delivery teams across multiple customer support transformation programs.
- Define technical roadmaps, best practices, and standards for scalable and resilient customer service platforms.
- Conduct design reviews and ensure compliance with security, compliance, and enterprise standards.
- Implementation & Delivery
- Drive end-to-end implementation lifecycle including requirements gathering, solution design, customization, integration, testing, and go-live.
- Collaborate with business stakeholders, product owners, and customer experience leaders to translate requirements into technical solutions.
- Ensure high availability, performance optimization, and SLA adherence for omnichannel platforms.
- Innovation & Optimization
- Leverage AI/ML, Copilot, Power Virtual Agents, and automation to enhance agent productivity and customer experience.
- Drive adoption of self-service, chatbots, and intelligent routing to optimize cost-to-serve.
- Continuously assess new Microsoft Cloud innovations (Fabric, AI Builder, Cognitive Services) for contact center enhancement.
- Stakeholder Engagement
- Act as a trusted advisor for business and IT leaders, presenting solution options and value-driven roadmaps.
- Manage vendor/partner relationships for telephony, AI, and integration platforms.
- Deliver executive-level reporting on solution design, KPIs, risks, and program progress.
Preferred Qualifications
- 10+ years of experience in CRM/Contact Center solutions, with at least 5 years in Dynamics 365 Customer Service/Omnichannel.
- Proven track record of architecting and delivering large-scale customer service/contact center transformations.
- Strong hands-on knowledge of:
- Microsoft Dynamics 365 Customer Service / Omnichannel
- Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents)
- Azure Communication Services, Azure Cognitive Services
- Cloud Contact Center integrations (Genesys, Cisco, Avaya, NICE, Five9, etc.
- Deep understanding of case management, SLA/KPI tracking, routing rules, agent desktops, knowledge management.
- Experience with AI-powered customer service (chatbots, generative AI, predictive routing).
- Strong knowledge of security, compliance, and data governance (GDPR, PCI DSS, ISO standards).
- Certifications preferred:
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
- Microsoft Certified: Power Platform Solution Architect Expert
Soft Skills
- Strong leadership and stakeholder management skills.
- Excellent communication and presentation ability (executive and technical audiences).
- Ability to balance innovation vs. cost/risk in enterprise solutions.
- Strong problem-solving, conflict resolution, and vendor negotiation skills.

About Gruve
About
Gruve was founded on the premise that new technologies in Machine Learning, Data Sciences, Artificial Intelligence, and Software Development are transforming Enterprise Services. Our goal is to harness these advancements to deliver services with superior efficiency and tangible outcomes.
Our Team
Our team is built with a strong background in Software and Services, united by a shared sense of Purpose: to achieve the best outcomes for our clients. We value all our stakeholders, recognizing that People are our most important assets. We adopt a Process framework that ensures the delivery of high-quality results every time.
What Sets Us Apart
Our differentiation is straightforward: we genuinely care, we innovate, we disrupt, and we work hard.
Our Core Values:
Customer Success: Putting customers first.
Positive Feedback Loop: Embracing continuous improvement.
Pursuit & Persevere: Staying resilient and ambitious.
Integrity and Ethics: Acting with honesty and ethics.
Team & Trust: Collaborating with trust and respect.
Giving Back: Committing to community and responsibility.
Gruve is Norwegian for "To Mine or Mining Activity"
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CTR is a premier System Integration Company headquartered in Irvine, California, having operations in Canada, India and Philippines.
We are experts in Oracle ERP Cloud and NetSuite. We relish developing technology but it's the impact it has on our customers that truly excites us. We provide intelligent solutions which optimize revenue, efficiency and cost savings across a wide range of verticals and industries. Our culture of collaboration and partnership enables us to continue to satisfy our customers with our solutions. We value our team and nurture the unique strengths and skills that they bring. We expect hard work, but fun is just as important to us.
We are an advocate of Oracle products and related integration and eCommerce technologies and are an Oracle Platinum Partner, Cloud Excellence Implementer and Oracle NetSuite Suite Success Partner.
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The NetSuite Technical Consultant will be responsible for transforming business requirement and processes into technical design. Responsible for designing and implementing NetSuite scripts (SuiteFlow, SuiteScript and SuiteTalk) and workflows to enhance the functionality of NetSuite. Deliver NetSuite solutions including customizations, scripting and support case resolution. Integration with 3rd party software, reporting, data migration, go live and post-implementation support.
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· Training and development opportunities for career growth
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· CTR is an equal opportunity employer and encourages applicants from diverse backgrounds.
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We look forward to connecting with you. As you may take time to review this opportunity, we will wait for a reasonable time of around 3-5 days before we screen the collected applications and start lining up job discussions with the hiring manager. However, we assure you that we will attempt to maintain a reasonable time window for successfully closing this requirement. The candidates will be kept informed and updated on the feedback and application status.
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