Domain Architect- Dynamics 365- CRM

Role : Domain Architect- Dynamics 365- CRM

Location: Brussels

Exp:7 yrs and above

Employment type: Contract

We are seeking an experienced Domain Architect Customer Engagement to lead the architecture of our customer-facing platforms and this key role you will define and drive the technology roadmap across CRM contact centers and customer master systemsensuring they support seamless processes high-quality data and exceptional customer experiences.

The ideal candidate will work closely with business and IT stakeholders to translate customer service sales and operational needs into scalable secure and integrated technical solutions. You will shape architectural decisions across platforms such as Microsoft Dynamics 365 contact center systems and enterprise data hubs to enable omnichannel engagement operational excellence and enterprise-wide customer data consistency.

Tasks

Key Responsibilities:

Architectural Leadership:

• Define and maintain the architectural vision and roadmap for CRM contact center and customer master platforms.
• Lead initiatives to modernize customer engagement systems and establish a unified customer master that supports end-to-end business processes.
• Ensure customer solutions are secure scalable and enable omnichannel experiences (voice email chat social self-service).

Solution Design & Guidance:

• Translate business and operational requirements into scalable reusable and process-aligned technical architectures.
• Provide guidance on CRM and master data system design integrations data governance and workflow automation.
• Ensure systems are designed to support data accuracy availability and consistency across business functions.

Operational Systems & Data Integration:

• Design and oversee customer master data models to ensure alignment with enterprise data architecture.
• Support integration of customer data into key operational systems and processes (via API & event driven patterns)

Collaboration & Stakeholder Engagement:

• Partner with business units (Customer Care Marketing Sales Operations) to align technology with process and service goals.
• Work with enterprise architects data teams and delivery partners to drive architectural cohesion.
• Participate in vendor evaluations and architectural due diligence for customer systems and platforms.

Governance & Best Practices:

• Establish architecture that complies with privacy (e.g. GDPR) data quality and security standards.
• Participate in architectural governance forums and contribute to enterprise-wide integration and MDM strategies.
• Stay informed about emerging technologies in customer engagement data management and automation.

Requirements

Experience:

• 7 years in IT architecture with deep experience in CRM contact center platforms and enterprise system integration.
• Proven track record in Microsoft Dynamics and operational CRM transformations.
• Strong background in customer master data management data modeling and integration into operational systems.
• Hands-on experience with integration technologies (APIs event driven systems) workflow tools and platforms like Power Platform or RPA.

Technical Skills:

• Strong understanding of customer master system architecture and MDM principles.
• Solid grasp of architectural concerns such as scalability fault tolerance security and compliance.
• Proficiency in designing scalable integrated platforms across CRM contact center and enterprise systems.
• Knowledge of cloud deployment platform integration identity/access management and data privacy/security.
• Familiarity with customer analytics chatbot/AI solutions and omnichannel experience platforms is a plus.

Soft Skills:

• Excellent communication and stakeholder engagement capabilities.
• Strategic mindset with strong problem-solving decision-making and leadership skills.
• Ability to bridge business strategy and technical architecture with clarity and influence.
• Demonstrated leadership in guiding teams mentoring engineers and influencing technical direction.

Preferred Skills:

• Certifications in Microsoft Dynamics Power Platform MDM tools or Azure architecture.
• Industry experience in logistics or similar domains.
• Experience working in Agile or SAFe delivery environments. Understanding of customer KPIs reporting and enterprise data governance practices.