About the Role We are seeking an experienced Dynamics 365 Customer Service CRM Architect with deep airline and contact center expertise to lead the design, evolution, and governance of our enterprise customer service platform. This role is critical to delivering scalable, secure, and always-on customer service capabilities that support 24×7 airline operations. You will own the end-to-end CRM architecture, define solution intent and design standards, and act as the CRM design authority across a complex customer service ecosystem. The role has a strong focus on Dynamics 365 Customer Service, Power Platform automation, Omnichannel, and AI-driven service capabilities using Dynamics Copilot and Azure Open AI.
Required Experience & Skills10+ years experience with CRM or customer service platforms5+ years hands-on experience with Dynamics 365 Customer Service Essential: Airline or aviation contact center experience Strong experience integrating CRM with CCaa S platforms (Nice preferred) Hands-on expertise with Power Platform Proven experience implementing Copilot or AI-assisted customer service solutions Strong knowledge of:Dynamics 365 Customer Service & Omnichannel Power Apps, Power Automate, Power Pages, Power BIAzure Integration Services & APIsAzure Open AISecurity, performance optimization, and Dev Ops/ALM for Dynamics Excellent communication skills and ability to lead across multiple teams