D365 CE Functional Solution Architect

Title: D365 CE Functional Solution Architect

Location: Remote

Description

The D365 CE Functional Solution Architect leads the business design and capability roadmap for CE/CX transformation programs. This role facilitates discovery, defines future-state processes, translates business outcomes into CE solution direction, and partners with technical architecture and delivery teams to deliver practical, adoptable solutions.

Core Responsibilities

• Lead executive and business stakeholder workshops across sales, service, marketing, field service, customer experience, operations, and supporting functions.
• Define current-state and future-state processes, capability maps, fit-gap assessments, personas, pain points, KPIs, and outcome-based requirements.
• Own functional solution direction for Dynamics 365 Sales, Customer Service, Field Service, Customer Insights, Customer -service, Project Operations touchpoints, and related Power Platform capabilities where applicable.
• Create business process flows, user stories, acceptance criteria, backlog structure, prioritization recommendations, and phased implementation roadmaps.
• Partner with technical architects to validate data model, security, integrations, reporting, and non-functional implications of functional design decisions.
• Guide configuration decisions to balance standard Microsoft functionality, client-specific requirements, adoption value, and long-term maintainability.
• Lead business readiness activities including process validation, UAT strategy, training approach, change impacts, stakeholder communication, and adoption planning.
• Support presales and account growth through discovery leadership, solution storytelling, scope definition, assumptions, estimates, demos, proposal input, and sales-to-delivery handoff.
• Serve as the bridge between strategy, solution design, and delivery execution by ensuring process recommendations can be configured, adopted, measured, and governed within the client’s operating model.

Required Skills and Experience

• Strong business knowledge of B2B sales, lead-to-opportunity, quote-to-order, customer service, field service, marketing journeys, customer data, and CRM operating models.
• Hands-on functional experience configuring D365 CE modules, Dataverse, model-driven apps, dashboards, views, business rules, processes, and related Power Platform capabilities.
• Ability to facilitate senior stakeholder conversations, handle ambiguity, challenge requirements constructively, and produce executive-ready deliverables.
• Experience with agile delivery, requirements traceability, process mapping, adoption planning, and measurable business value realization.
• Experience producing executive-ready deliverables such as capability maps, future-state process models, fit-gap summaries, business-value roadmaps, adoption plans, and decision logs.
• Recommended certifications: MB-280 or successor customer experience credential, MB-230, MB-240, PL-200, and/or equivalent D365 CE credentials. Change management certification is preferred.

About the CE Practice at MCA

The CE Practice at MCA sits at the forefront of the firm’s innovation and growth strategy. We help organizations reimagine how they connect with customers by combining business transformation, modern cloud platforms, and AI-driven capabilities. Leveraging the Microsoft ecosystem — including Dynamics 365, Power Platform, and emerging AI technologies — our team designs customer engagement solutions that drive better experiences and stronger commercial outcomes. We are a collaborative, fast-growing team passionate about innovation, human-centered design, and building the next generation of customer engagement.