Note: The job is a remote job and is open to candidates in USA. Ludia Consulting is among the fastest growing and most innovative consulting firms in Microsoft Dynamics 365 Physical Operations. As a Microsoft Dynamics 365 Service Operations Solution Architect, you will own end-to-end solution design across the D365 service stack, translating client service operations into scalable D365 solutions and collaborating closely with various teams to drive client requirements and project delivery.
Responsibilities
- Lead client engagements (in close collaboration with Project Manager) through requirements discovery, solution design, process architecture, integrations, and system implementation across Field Service, Customer Service, Contact Center, and Project Operations
- Design and oversee configuration of the Field Service work order lifecycle, schedule board, resource scheduling (including the Scheduling Operations Agent), agreements, customer assets, and the Field Service mobile experience for frontline technicians
- Work across Microsoft systems to architect integrations between D365 service applications and D365 Finance & Supply Chain (F&SC), including the unified work-order-to-financials model replacing the legacy Field Service and FSC integration
- Design Connected Field Service and IoT-enabled scenarios for proactive and predictive maintenance
- Evaluate and report project risk assessments to internal and external stakeholders
- Conduct design review sessions with customers to demonstrate completed work and gather adjustments
- Architect Copilot and AI agent capabilities across the service stack, including agent-assisted scheduling, case management, and knowledge management
- Guide clients on where autonomous and semi-autonomous agents fit their service model, and where they do not
- Stay current on Dynamics 365 release waves and advise clients and internal teams on upcoming changes and impacts
- Participate in or lead Microsoft Product, FastTrack, and Sales initiatives and presentations
- Support new business pursuits through discovery, solution demonstrations, proposals, and estimates
- Collaborate with internal architects and leaders to deliver best-in-class solutions for our clients
Skills
- 7+ years of experience with Dynamics 365 solution delivery across Customer Engagement and Field Service, including end-to-end implementations in a solution design or architect role
- Undergraduate or master's degree with a focus on Information Systems, Operations Management, Finance/Accounting, Computer Science, or equivalent experience
- Deep expertise in Dynamics 365 Field Service: work order management, scheduling and Resource Scheduling Optimization, agreements, customer assets, inventory, and the Field Service mobile application
- Working knowledge of Dynamics 365 Customer Service and Contact Center, including case management, unified routing, and omnichannel capabilities
- Must have experience and comfort with using Azure DevOps (ADO) to capture and track solution scope work items (Epics, Features, Requirements, Tasks, etc). (This is a firm requirement)
- Basic understanding of out-of-the-box D365 Finance & Supply Chain (F&SC) processes related to Field Service, Project Operations, Contact Center and/or Customer Service, and ability to collaborate with F&SC architects to own holistic enterprise solution designs
- Experience designing integrations using Dual-write, Business Events, and Azure services (Logic Apps, Functions, API Management)
- Experience with Copilot capabilities in Dynamics 365 and exposure to building agents in Microsoft Copilot Studio
- Working understanding of Power BI: data modeling, report and KPI creation, and deployment
- Current Microsoft role-based certification such as retired Field Service Functional Consultant Associate (MB-240) or Architect (PL-600), Agentic AI Business Solutions Architect (AB-100) or Dynamics 365 Contact Center AI Engineer Associate (AB-250)
- Industry knowledge of service operations business processes in sales, customer service, field service, and project delivery
- Professional presence, strong communication skills, and a proactive mindset, with the ability to engage effectively with clients and stakeholders at all levels of an organization
- Ability to work independently and as a team player to meet project deliverables on time
- Ability to travel to client sites within the United States (up to 50% travel)
- Experience in heavy equipment, energy, utilities, or engineering and construction
- Experience with Dynamics 365 Project Operations implementations
- Familiarity with Microsoft Success by Design and FastTrack engagement models
- Experience with Mavim and Leapwork is a plus
Benefits
- Remote when not traveling to customer sites
- Unlimited PTO
- Companywide time off at the end of the year
- Full health benefits, vision, and dental
- 401K
- …and more!
Company Overview