Dynamics 365 Enterprise AI Architect
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by?a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations?unlock the value of technology and build a more sustainable, more inclusive world.
Locations: New York, NY / Chicago, IL / Atlanta, GA / Charlotte, NC / Columbia, SC
No sponsorship available (including H1B, OPT, CPT)
Position Overview
We are seeking a Dynamics 365 Enterprise AI Architect to lead the enterprise architecture and target-state design for a Microsoft-based customer engagement and contact center ecosystem.
This role will define and drive architecture across Dynamics 365 Customer Service, Dynamics 365 Sales, Omnichannel, Copilot Studio, Azure, Power Platform, Microsoft Teams, and Dataverse , supporting enterprise-scale transformation across sales and customer service functions.
The ideal candidate combines deep hands-on Dynamics 365 expertise , enterprise architecture leadership , and strong experience with AI/Copilot and Azure integration patterns .
Key Responsibilities
Enterprise Architecture & Target-State Design
Define and own end-to-end enterprise architecture for a Microsoft-based customer engagement and CCaaS platform
Establish target-state architecture across sales, service, channels, integrations, data, and security
Develop architecture principles, standards, patterns, and governance guardrails
Dynamics 365 Customer Engagement Architecture
Architect solutions across Dynamics 365 Sales, Customer Service, and Omnichannel
Design end-to-end customer and seller journeys including:
Lead-to-opportunity
Opportunity-to-close
Account management
Case management and resolution
Define architecture for:
Sales automation (pipeline, forecasting, territory management)
Case management and service workflows
Routing, queues, workstreams, and skills-based distribution
Microsoft Ecosystem & Platform Architecture
Architect solutions leveraging:
Power Platform (Power Apps, Power Automate, Power BI)
Microsoft Teams and Microsoft 365
Define patterns for integration with third-party and ISV platforms including:
Telephony / voice / CTI
WFM/WEM
Marketing automation
Analytics platforms
Key Responsibilities
AI, Copilot & Automation
Design and govern Copilot Studio solutions across sales and service
Enable use cases including:
Virtual agents and conversational AI
Agent assist and sales copilots
Lead qualification and opportunity insights
Workflow automation and next-best-action recommendations
Define AI governance including prompt design, security, and responsible AI controls
Azure & Integration Architecture
Define Azure-native integration patterns using:
API Management
Logic Apps
Azure Functions
Service Bus / Event Grid
Architect integrations across:
CRM, ERP, identity systems
Telephony and contact center platforms
Enterprise data and analytics platforms
Data, Analytics & Observability
Own data architecture leveraging Dataverse as the core platform
Define customer 360 data models across sales and service domains
Establish governance for:
Data lineage, retention, and privacy
Master data management
Define analytics architecture using Power BI and Azure analytics services
Implement observability for monitoring, logging, and performance tuning
Security & Non-Functional Requirements
Define architecture for:
Scalability, availability, and performance
Security and privacy
Disaster recovery and resiliency
Align with Microsoft security standards including:
Entra ID, RBAC, managed identities, Key Vault, conditional access
Governance & Delivery
Act as architecture authority across programs and workstreams
Define governance for ALM, DevOps, release management, and environment strategy
Partner with business and technology stakeholders to drive roadmap and execution
Review solution designs and support go-live readiness
Required Qualifications
12+ years of experience in enterprise architecture or solution architecture
Deep expertise with Dynamics 365 Customer Engagement , including:
Dynamics 365 Sales
Dynamics 365 Customer Service
Strong experience with Omnichannel and contact center (CCaaS) solutions
Hands-on experience with:
Power Platform (Power Apps, Power Automate, Power BI)
Azure integration architecture
Microsoft Teams and Microsoft 365
Experience designing and implementing Copilot Studio and AI-driven solutions
Strong knowledge of:
API architecture
Event-driven systems
Enterprise integrations
Experience with Dataverse, data modeling, and data governance
Strong stakeholder management and executive communication skills
Preferred Qualifications
Experience in regulated industries (Financial Services, Insurance, Healthcare)
Strong experience integrating CRM with ERP, telephony, and enterprise platforms
Preferred Certifications
Azure Solutions Architect Expert
Power Platform Solution Architect Expert
Dynamics 365 Sales or Customer Service certifications
TOGAF or equivalent
The base compensation range for this role in the posted location is: $160,650 - 201,495/ yearly.
Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.
The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.
These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.
It is not typical for candidates to be hired at or near the top of the posted compensation range.
In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws.
Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include:
Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
Life and disability insurance
Employee assistance programs
Other benefits as provided by local policy and eligibility
Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation.
Disclaimers
Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process.
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Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem.
Ref. code: 452075
Posted on: Jun 1, 2026
Experience Level: Experienced Professionals
Contract Type: Permanent
Location:
New York, NY, USBridgewater, NJ, USColumbia, SC, USAtlanta, GA, USChicago, IL, US
Brand: Capgemini
Professional Community: Software Engineering
Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.
