D365 CE Solution Architect

D365 CE Solution Architect | Freelance/Contract | 12 months + Possibility for Extension | Brussels, Belgium

About the role

Our client is a leading logistics organisation based in Brussels, currently restarting and further developing a large-scale Microsoft Dynamics 365 Customer Engagement (CE) implementation.

As a Freelance D365 CE Solution Architect, you will take ownership of the overall solution architecture across the programme, helping shape a scalable and robust platform that supports the organisation’s customer-facing operations.

You will work closely with business stakeholders, functional consultants, developers and project leadership to translate business requirements into effective technical solutions. A strong background in Dynamics 365 Customer Service and Contact Center is essential, alongside experience delivering complex D365 CE transformation programmes.

This is an opportunity to play a key architectural role within a major transformation programme, with responsibility spanning solution design, integrations, technical standards and the ongoing optimisation of the D365 CE landscape.

Main responsibilities

• Define and own the D365 CE solution architecture across the programme.
• Design scalable, maintainable solutions within the Microsoft Dynamics 365 Customer Engagement ecosystem.
• Provide architectural leadership across Dynamics 365 Customer Service and Contact Center capabilities.
• Work with business stakeholders to understand customer service processes and translate requirements into effective D365 solutions.
• Design solutions that support complex customer journeys, case management, agent productivity and contact centre operations.
• Define integration strategies between D365 CE and surrounding business systems.
• Provide architectural guidance across Dataverse, APIs, integrations and data flows.
• Work closely with functional and technical teams to ensure architectural decisions are implemented effectively.
• Review and challenge technical designs where required.
• Establish and maintain solution architecture documentation, standards and principles.
• Identify risks, dependencies and opportunities for improvement across the D365 CE landscape.
• Support workshops with business and technical stakeholders.
• Ensure the platform follows Microsoft best practices across scalability, security, performance and maintainability.
• Provide technical leadership throughout the implementation and subsequent optimisation phases.

Requirements

• Extensive experience working as a D365 CE or Dynamics 365 Solution Architect.
• Strong hands-on knowledge of Dynamics 365 Customer Service.
• Proven experience delivering Contact Center or Customer Service transformation projects.
• Experience designing solutions for complex, customer-facing organisations.
• Strong knowledge of Dataverse and the wider D365 CE ecosystem.i
• Experience designing integrations between D365 CE and external applications.
• Strong understanding of APIs, data flows and integration architecture.
• Experience working on large-scale D365 CE implementations.
• Strong stakeholder management and communication skills.
• Ability to bridge business requirements and technical architecture.
• Fluent English communication skills.

Desirable experience:

• Experience within the logistics, transportation or supply chain sector.
• Experience with Dynamics 365 Contact Center.
• Microsoft Dynamics 365 or Power Platform certifications.
• Knowledge of Power Automate, Azure Integration Services and Power Platform.
• Experience working within complex enterprise architecture environments.
• Previous experience restarting, rescuing or transforming large-scale D365 CE programmes.

The offer

• Location: Brussels, Belgium
• Contract: Freelance
• Duration: 12 months, with potential for extension
• Start date: ASAP
• Rate: Negotiable
• Project: Large-scale D365 CE implementation and transformation programme

If you’re an experienced D365 Customer Service Architect with a strong background in Customer Experience and Contact Centers, this project offers the opportunity to take architectural ownership of a significant enterprise transformation.

Vivid can provide further details on the programme and discuss how the opportunity aligns with your experience.