Dynamics 365 Customer Service CRM Architect

Role - Dynamics 365 Customer Service CRM Architect
Client – Etihad
Job Location: Abu Dhabi, UAE
Job Type: 12 months & Extendable

Role Overview
We are looking for an experienced Dynamics 365 Customer Service CRM Architect with strong airline and contact center expertise to lead the design and evolution of our enterprise customer service platform. The role focuses on Dynamics 365 Customer Service, Power Platform automation, and AI-driven service capabilities using Dynamics Copilot.

Responsibilities

• You will own end-to-end CRM architecture, define solution intent and solution design, and establish architectural standards across the customer service ecosystem.
• This includes designing scalable case management processes for Guest Relations, Baggage Claims, Flight Disruptions, Refunds, Compensation, and premium service operations.
• He will ensure the platform is secure, compliant, high-performing, and available 24×7 to support airline operations.
• The role requires strong collaboration with stream architects, IT security, infrastructure, data teams, business stakeholders, product owners, and contact center leaders.
• You will act as the CRM design authority, reviewing customizations, integrations, and solution approaches while guiding teams toward best practices and efficient, high-quality implementations.
• You will architect and govern Power Platform solutions using Power Apps, Power Automate, Power Pages, and Power BI, defining ALM, environment strategy, DLP policies, and reusable patterns.
• You will also lead the adoption of Dynamics Copilot and Azure OpenAI to enable case summarization, smart routing, sentiment analysis, knowledge automation, and other AI-driven service enhancements.
• The role includes designing integrations with airline systems such as PNR/reservations, baggage and operations platforms, refund and finance systems, and customer feedback tools.
• You will define integration patterns using APIs and Azure Integration Services while driving CRM data quality, identity management, retention, and audit standards.

Key Technical skills

• At least 10 years of experience with CRM or customer service platforms, including 5+ years hands-on with Dynamics 365 Customer Service.
• Airline or aviation contact center experience is essential, along with strong CRM–CCaaS(Nice) integration knowledge and hands-on Power Platform expertise.
• Experience implementing Copilot or AI-assisted customer service capabilities is required.
• Dynamics 365 Customer Service, Omnichannel configuration, Power Apps, Power Automate, Power Pages, Power BI, Azure Integration Services, Azure OpenAI, security, performance optimization, and DevOps/ALM for Dynamics and Power Platform.
• Strong communication, cross-team collaboration, and the ability to translate operational needs into scalable architecture are critical.
• Airline baggage systems, refund workflows, customer feedback platforms, and relevant Microsoft certifications are considered advantages.