Senior Solutions Designer - CRM

Project Overview

In support of EAB leading the solution architecture design for the Regulatory Program (permitting, licensing, compliance and enforcement) Enterprise Platforms as part of the Target State Architecture (TSA) activation and GovTechON priorities, there is a requirement for a Senior CRM Solution Designer to translate business requirements and architecture direction into detailed Dynamics 365 solution designs. The role will support the analysis, design, and development of a common enterprise regulatory platform (CCMP) supporting permitting, licensing, compliance, enforcement, and case management programs across multiple lines of business, working closely with the Senior Solution Architect to lead detailed solution design activities for Microsoft Dynamics 365, Dataverse, Power Platform, and related components, ensuring scalable, reusable, and implementation-ready designs.

Key Responsibilities

• Solution Options Analysis and Recommendations
• Detailed CRM Solution Design
• Dataverse Data Model and Configuration Design
• Integration and Interface Specifications
• Implementation-Ready Design Artifacts
• Collaborate with the Senior Solution Architect to develop solution options, assess alternatives, and recommend optimal Dynamics 365 solution approaches aligned with enterprise platform objectives.
• Analyze business requirements across permitting, licensing, compliance, enforcement, and case management programs and translate them into detailed CRM solution designs.
• Conduct current-state assessments of business processes, applications, and CRM capabilities to identify opportunities for standardization, consolidation, and reuse.
• Evaluate Microsoft Dynamics 365 out-of-the-box capabilities before recommending custom configuration or development solutions.
• Define detailed functional and technical solution designs that support reusable enterprise business capabilities across multiple lines of business.
• Produce detailed solution design documents, functional specifications, configuration specifications, process flows, user stories, and technical requirements.
• Design solutions using Dynamics 365 Customer Service, Dataverse, Model-Driven Apps, Power Automate, Business Process Flows, Power Pages, and related Microsoft platform capabilities.
• Design and document: Business processes and workflows, Case management processes, User journeys, Forms and screens, Business rules, Security models, Role-based access controls, Solution components and configurations.
• Define configuration approaches and detailed requirements for customizations including plugins, PCF controls, custom APIs, workflow extensions, and Azure-hosted components where required.
• Support the design of multi-tenant CRM solutions including business units, security roles, data segregation, and reusable configuration models.
• Define and document business data requirements, entity models, relationships, data mappings, and data quality requirements within Dataverse.
• Support the design of integrations between Dynamics 365 and enterprise platforms including portals, document management systems, identity management solutions, GIS platforms, enterprise data platforms, and integration services.
• Develop interface requirements, business integration specifications, and data exchange requirements to support enterprise integration architecture.
• Contribute to data migration strategies and legacy system transition approaches.
• Support architecture reviews, design walkthroughs
• Identify solution risks, product limitations, implementation challenges, and provide practical recommendations and mitigation strategies.
• Collaborate with business analysts, product owners, developers, architects, infrastructure teams, integration teams, and security teams throughout the solution design cycle.

Qualifications & Requirements

REQUIRED

• Must be able to work 5 days onsite per week
• Demonstrated experience in Microsoft Dynamics 365 Solution Architecture, including design, implementation, customization, and governance of enterprise-wide platforms.
• Demonstrated experience designing and implementing Microsoft Power Platform solutions, including Model-Driven Apps, Power Automate, Power Pages, and Business Process Flows
• Experience architecting and implementing Azure-based enterprise solutions, including Azure Integration Services, App Services, Functions, API Management, and cloud-native components.
• Demonstrated experience designing Enterprise - Integration Architectures and implementing scalable integration patterns across multiple business systems and platforms.
• Produce architecture deliverables including:
• Physical Architecture Diagrams
• Solution Architecture Documents
• Integration Architecture Specifications
• Security Architecture Designs
• Data Flow Diagrams
• Environment Architecture
• Knowledge of CRM applications, operating systems, environments, database technologies, programming languages and communication protocols.
• Knowledge of related best practices, OPS directory/messaging standards, standard facilities architecture management, facility service delivery processes, infrastructures policies, procedures and direction, cost models and procurement processes,
• Ability to gather client business requirements; corporate I&IT information mandates, client information technology strategic plans, environment and standards
• Ability to participate in the development of solutions and provide advice on short/long term CRM solution service development activities.
• Knowledge of leading edge technologies design criteria, security and recovery procedures, preparation of technical specifications for installation, testing and performance of integrated, multi-services systems; assess performance and capacity of existing system making recommendations for improving performance and develop technical documentation.
• Experience planning, migrating, implementing and sustaining large complex system development projects
• Knowledge of technology developments, trends and new products to evaluated application to client short and long term technology requirements.
• Basic knowledge of project management methodology (e.g. PMBOK), analytical tools and processes.
• Conceptual and analytical skills to assess and evaluate client needs and c o n d u c t cost/benefit analyses for new technology requirements in planning and designing solutions.
• Experience designing and developing large, complex, CRM applications
• Experience with systems evaluation to assess conditions, technical performance and capacity of existing systems and determine need and feasibility of expansion, renovation or replacement.
• Excellent analytical, problem-solving and decision-making skills, verbal and written communication skills, interpersonal skills and negotiation skills, teamwork skills
• A team player with a track record for meeting deadlines

NICE TO HAVE

• Microsoft Certified: Dynamics 365 Solution Architect Expert.
• Microsoft Certified: Power Platform Solution Architect Expert.
• Azure Solutions Architect Expert certification.

EVALUATION CRITERIA

CRM Solution Design and Solution Options - 60%

• Designing and implementing enterprise CRM solutions using Microsoft Dynamics 365 Customer Service, Dataverse, and Power Platform.
• Analyzing business requirements across permitting, licensing, compliance, enforcement, inspections, case management, or customer service programs and translating them into detailed solution designs.
• Conducting current-state assessments, gap analyses, and solution options evaluations to identify opportunities for business process standardization, consolidation, and reuse.
• Developing solution option analyses, recommendations, trade-offs, risk assessments, and implementation approaches.
• Designing solutions using: Dynamics 365 Customer Service, Dataverse, Model-Driven Apps, Power Automate, Business Process Flows, Power Pages, Security Roles, Business Rules, Plugins, PCF Controls, Custom APIs.
• Evaluating out-of-the-box Dynamics 365 capabilities and defining configuration-first approaches before recommending custom development.
• Designing reusable business capabilities, workflows, processes, forms, and solution components that support multiple lines of business on a common enterprise platform.
• Producing detailed functional designs, solution specifications, process models, user journeys, and implementation-ready documentation.
• Supporting multi-business and multi-tenant solution designs through configurable and scalable platform components.
• 7+ years of CRM solution design experience.
• 5+ years of Microsoft Dynamics 365 and Power Platform experience.
• Experience designing and implementing enterprise-scale CRM or case management solutions.
• Strong business process modelling, requirements analysis, and solution design skills.
• Demonstrated experience producing implementation-ready solution specifications and design artifacts.

Dataverse Data Modelling & Integration Design - 20%

• Designing conceptual and logical data models using Dataverse.
• Defining business entities, relationships, data mappings, and data quality requirements.
• Designing integration requirements between Dynamics 365 and enterprise systems.
• Experience with REST APIs, MuleSoft, Azure Integration Services, Identity and Access Management, document management platforms, and enterprise portals.
• Supporting data migration and system transition initiatives.
• Experience developing interface specifications and integration requirements.
• Understanding of enterprise integration patterns and data governance principles.

Delivery Leadership, Stakeholder Engagement & Collaboration - 20%

• Collaborating with Solution Architects, Business Analysts, Product Owners, Developers, Project Managers, Infrastructure Teams, Integration Teams, and Security Teams.
• Facilitating requirements workshops, design sessions, and stakeholder consultations.
• Communicating solution recommendations, risks, constraints, and design decisions to business and technical audiences.
• Reviewing solution configurations and development deliverables to ensure alignment with approved designs and architecture standards.
• Supporting testing, deployment planning, production readiness, and implementation activities.
• Identifying solution risks, dependencies, and implementation challenges and developing mitigation strategies.
• Experience supporting large and complex enterprise CRM implementations.
• Strong stakeholder management, facilitation, communication, and relationship-building skills.
• Excellent analytical, problem-solving, and documentation skills.
• Proven ability to manage multiple priorities and deliver high-quality outcomes.

Key Skills & Competencies

Microsoft Dynamics 365, Dataverse, Power Platform, Power Automate, Power Pages, Model-Driven Apps, Business Process Flows, Azure Integration Services, App Services, Functions, API Management, REST APIs, MuleSoft, Identity and Access Management, document management systems, GIS platforms, Plugins, PCF Controls, Custom APIs, workflow extensions, Azure-hosted components, security roles, data segregation, enterprise integration patterns, data governance, CRM applications, database technologies, programming languages, communication protocols, OPS directory/messaging standards, PMBOK, analytical tools