Sr. Tech Lead - Application Development Microsoft N 4D

Solution Design & Architecture: Lead the end-to-end design of the D365 contact center solution, including defining data models (Dataverse), security roles, integration patterns, and deployment strategies.

Requirements Analysis: Conduct envisioning and discovery workshops with business stakeholders to gather and analyze complex requirements, performing fit-gap analysis to propose optimal solutions.

Integration Leadership: Design and oversee integrations with critical third-party systems such as CTI (Computer Telephony Integration) platforms (e.g., Avaya, Genesys, Twilio), ERP systems, and other internal/external applications using APIs, Azure Logic Apps, Functions, and Service Bus.

Power Platform & AI Integration: Architect and configure solutions using the Power Platform (Power Apps, Power Automate, Power BI, Power Virtual Agents, Copilot Studio) to enhance agent assist, case summarization, and conversational workflows.

Technical Guidance & Mentorship: Provide technical leadership and guidance to cross-functional development and consulting teams (both onshore and offshore), ensuring adherence to best practices and coding standards.

Governance & Quality Assurance: Establish governance frameworks, architectural reviews, and quality assurance processes, including managing Application Lifecycle Management (ALM) strategies and DevOps pipelines.

Performance Optimization & Support: Ensure the solution's performance, scalability, and data consistency. Troubleshoot complex issues and anticipate potential problems to ensure a seamless go-live and adoption.

Documentation & Communication: Create and maintain comprehensive functional and technical documentation and effectively communicate technical concepts and project status to C-suite stakeholders and project teams.

Minimum Qualifications:

Experience:

Minimum of 8-10+ years of overall IT experience, with significant hands-on experience in Microsoft Dynamics 365 Customer Engagement (CE) implementations and architecture.

Proven experience in leading large-scale, enterprise-level contact center or CRM transformation projects.