Dynamics Solution Architect

Responsibilities

• Solution Architecture : Own the end-to-end solution architecture for Dynamics 365 Contact Center, Customer Service, Sales, and Power Platform, ensuring the design is scalable, secure, supportable, and aligned to business outcomes.
• Contact Center Transformation : Lead the architecture for migration from legacy telephony and contact centre platforms, including voice, IVR, omnichannel routing, agent workspace, queue design, and operational reporting.
• Dynamics 365 Customer Engagement Design : Define and govern solution patterns across Customer Service, Sales, Contact Center, Dataverse, security roles, case management, sales processes, customer data, and user experience.
• Power Platform & Extensibility : Design appropriate use of Power Apps, Power Automate, Power BI, Copilot Studio, Dataverse, custom connectors, APIs, and Azure services where standard Dynamics capabilities need to be extended.
• Integration & Data Architecture : Define integration approaches between Dynamics 365, telephony services, customer platforms, data sources, reporting services, and wider enterprise systems, ensuring resilient and maintainable designs.
• Governance & Best Practice : Establish solution design standards, review low-level designs, support fit-gap analysis, manage technical risks, and ensure adherence to Microsoft implementation guidance and platform best practices.
• Delivery Leadership : Work closely with business stakeholders, product owners, delivery teams, developers, functional consultants, Microsoft partners, and support teams to guide successful implementation, adoption, and continuous improvement.
• Required Skills & Experience:
• Proven experience as a Dynamics 365 Solution Architect or senior Dynamics 365 Customer Engagement architect across Contact Center, Customer Service, and Sales.
• Strong knowledge of Dynamics 365 Contact Center , including voice channel design, IVR, intelligent routing, queues, agent workspace, digital channels, analytics, and Copilot-enabled service experiences.
• Deep understanding of Dynamics 365 Customer Service , including case management, knowledge management, SLAs, service processes, customer history, and service operations.
• Experience with Dynamics 365 Sales , including lead, opportunity, account, contact, activity, pipeline, and customer relationship management processes.
• Strong capability across the Microsoft Power Platform , including Power Apps, Power Automate, Power BI, Dataverse, Copilot Studio, solution management, environment strategy, and ALM.
• Experience designing integrations using APIs, Azure services, connectors, event-driven patterns, or middleware across CRM, telephony, data, and enterprise platforms.
• Ability to lead fit-gap analysis, define target architecture, produce high-level and low-level design artefacts, and guide implementation teams through delivery.
• Strong understanding of security, compliance, data protection, licensing considerations, environment governance, release management, and operational support models for Dynamics 365 and Power Platform.
• Excellent stakeholder engagement, communication, documentation, and technical leadership skills, with the ability to translate business requirements into pragmatic Microsoft platform solutions.
• Rewards:
• We believe that great work and dedication should be rewarded, that's why we offer:
• 25 days holiday (plus bank holidays), pro-rated for part year service
• A set of core benefits, designed with your health and financial protection in mind: Life Assurance up to 4x salary, protecting your loved ones in case the worst should happen
• Income protection, guaranteeing an income for up to 5 years in the event of an illness or injury
• Contributory pe

Benefits

Additional Information

Who are we? Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It's what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities - work / life balance, career progression, sustainability, volunteering - you'll find like-minded people driving change at Howden. Role Overview: We are seeking an experienced Dynamics 365 Solution Architect to lead the design and delivery of Microsoft Dynamics solutions, with a primary focus on Dynamics 365 Contact Center and strong alignment to Dynamics 365 Customer Service , Dynamics 365 Sales , and the Microsoft Power Platform . This role is pivotal in shaping a modern, cloud-native, AI-enabled customer engagement platform, supporting the migration from legacy contact centre and CRM capabilities to scalable Microsoft solutions that improve customer experience, agent productivity, operational insight, and future extensibility.

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