Location: Toronto, Ontario
We are seeking a hands-on Technical Architect with deep expertise in Microsoft Dynamics 365 Customer Engagement (CE/CRM). The ideal candidate can both design and develop solutions, serving as a hybrid architect and developer who can quickly onboard, understand business context, and begin delivering on an active project. This role focuses exclusively on Dynamics 365 CE/CRM, not Finance & Operations (F&O) or ERP.
Primary Focus Areas
Case Management
Knowledge Management
Power Platform Development
Dataverse Integrations
Power Automate and Logic Apps
Key Responsibilities
Lead the technical architecture of a Dynamics 365 CE case management solution.
Develop customizations, plugins, workflows, and integrations within Dynamics 365 CE.
Build and maintain Power Automate flows, Logic Apps, and Dataverse solutions.
Design and implement knowledge management capabilities within D365 CE.
Translate business requirements into scalable technical solutions.
Collaborate with business analysts, functional consultants, and development teams.
Produce technical documentation and solution designs.
Support integrations between CRM and external systems using APIs, Dataverse, and automation tools.
Must Have Skills:
Extensive hands-on experience with Microsoft Dynamics 365 CE / CRM.
Strong experience designing and implementing case management and knowledge management solutions.
Experience with Dynamics 365 Customer Service capabilities.
Proven development experience with C# plugins, JavaScript customizations, Power Automate, Dataverse, and Logic Apps.
Experience designing end-to-end CRM solutions.
Experience building integrations between CRM and external systems.
Experience with data pipelines and movement of data between Dataverse and external databases.
Nice to Have Skills:
Government or public sector experience.
Familiarity with Microsoft Copilot and AI capabilities.
Experience with Dynamics 365 Omnichannel or contact centre solutions.
