Microsoft Dynamics 365 CRM, Power Platform & Copilot Functional Architect

Our Story BearingPoint is an independent management and technology consultancy with European roots and a global reach. We work alongside organisations to help them achieve measurable business outcomes through strategy, transformation, technology and innovation.

Our consultants combine deep industry expertise with leading technology capabilities to deliver practical solutions that create sustainable value. We help clients address complex business challenges across customer engagement, digital transformation, data and AI, ERP modernisation, sustainability, supply chain and enterprise architecture.

Within the UK, BearingPoint has a growing Microsoft practice focused on delivering business transformation through Microsoft Business Applications, Power Platform, Azure, Microsoft 365 and AI solutions. We work closely with Microsoft to help organisations modernise customer engagement, service operations, employee experience and business processes using Dynamics 365 and Microsoft Copilot.

Our Microsoft Business Applications Practice The BearingPoint Microsoft Business Applications practice helps organisations transform customer and employee experiences through intelligent, connected and AI-powered business solutions. Our capabilities include:

• Dynamics 365 Sales
• Dynamics 365 Customer Service and Contact Centre
• Dynamics 365 Customer Insights Data
• Dynamics 365 Customer Insights Journeys
• Power Platform, including Power Apps, Power Automate, Power BI, Power Pages and Dataverse
• Microsoft Copilot and Copilot Studio
• Microsoft Fabric and Azure AI Services

Our teams support clients across sectors including Financial Services, Retail, Consumer Products, Utilities, Manufacturing, Public Sector, Healthcare and Professional Services. As AI becomes embedded across Microsoft Business Applications, BearingPoint is investing in Copilot-led transformation, intelligent customer engagement, agentic AI and next-generation customer experiences.

Why Join BearingPoint? Joining BearingPoint means becoming part of a collaborative, entrepreneurial and people-focused organisation where innovation, learning and professional growth are actively encouraged. You will have the opportunity to:

• Work on large-scale Microsoft transformation programmes across the UK and Europe.
• Help clients realise value from Dynamics 365, Power Platform and Microsoft Copilot.
• Influence strategic technology and operating-model decisions at executive level.
• Collaborate with Microsoft and other strategic partners.
• Develop thought leadership and contribute to the continued growth of our Microsoft practice.
• Work alongside experienced consultants, architects and industry specialists.
• Access continuous professional development and Microsoft certification opportunities.

Role Background As demand for AI-enabled customer engagement solutions continues to grow, BearingPoint is expanding its Microsoft Business Applications team and is seeking a senior Microsoft Dynamics 365 CRM, Power Platform & Copilot Functional Architect.

Role Summary The Functional Architect will lead the design and delivery of enterprise-scale Customer Engagement solutions built on Dynamics 365, Power Platform and Microsoft Copilot technologies. Working with business stakeholders, delivery teams and technical architects, the role will define target operating models, business processes, customer journeys and functional solution architectures that maximise value from Microsoft Business Applications.

Functional Architecture & Solution Design

• Lead the end-to-end functional design of Microsoft Dynamics 365 Customer Engagement solutions.
• Define business processes across Dynamics 365 Sales, Customer Service, Customer Insights Journeys and Customer Insights Data.
• Facilitate discovery workshops, requirements gathering, process design and fit-gap analysis.
• Develop solution blueprints, functional specifications, process maps, user stories and acceptance criteria.
• Promote configuration and standard platform capability before recommending extension or custom development.
• Provide functional design governance and ensure alignment with Microsoft and programme standards.

Customer Engagement Transformation

• Design customer acquisition, onboarding, retention, service and loyalty journeys.
• Define lead-to-opportunity, opportunity-to-close, account management and forecasting processes.
• Design case management, knowledge management, entitlement, SLA and omnichannel service processes.
• Architect personalised, event-driven customer journeys across email, SMS, web and other channels using CIJ.
• Design segmentation, consent, preference management, lead scoring and automated nurture programmes.

Power Platform Leadership

• Design business solutions using Power Apps, Power Automate, Dataverse, Power BI, Power Pages and Copilot Studio.
• Define environment, security, governance and Application Lifecycle Management approaches.
• Collaborate with technical architects and developers to ensure scalable, supportable delivery.
• Promote responsible low-code innovation within enterprise architecture guardrails.

Microsoft Copilot & AI Enablement

• Define Copilot and AI strategies across CRM, sales, service and customer engagement scenarios.
• Design AI-assisted experiences for sellers, service agents, marketers and customers.
• Shape solutions using Copilot for Sales, Copilot for Service, Copilot Studio and embedded Dynamics 365 Copilot capabilities.
• Identify high-value automation and generative AI use cases.
• Ensure AI solutions align with responsible AI, security, privacy, compliance and governance requirements.

Stakeholder Engagement & Leadership

• Act as a trusted advisor to client executives, product owners and programme leaders.
• Lead workshops, design forums, playback sessions and executive presentations.
• Support pre-sales, solution demonstrations, estimations and proposal development.
• Mentor functional consultants and business analysts, setting clear standards for high-quality delivery.
• Contribute to BearingPoint propositions, accelerators, methods and thought leadership.

Required Experience Dynamics 365 Customer Engagement

• Typically 8+ years delivering Microsoft Dynamics CRM or Dynamics 365 Customer Engagement solutions, with significant experience in architecture or functional leadership roles.
• Deep functional experience across Dynamics 365 Sales, Customer Service and Customer Insights Journeys.
• Experience with Customer Insights Data and unified customer profiles is highly desirable.
• Proven delivery experience on enterprise-scale CRM and customer transformation programmes.
• Strong knowledge of sales, service and marketing operating processes, controls and performance measures.

Power Platform

• Strong solution-design experience across Power Apps, Power Automate, Dataverse, Power BI, Power Pages and Copilot Studio.
• Understanding of environment strategy, solutions, managed environments, security roles, data loss prevention, governance and ALM.

AI & Copilot

• Experience shaping or implementing Microsoft Copilot capabilities within business applications.
• Understanding of Copilot for Sales, Copilot for Service, Copilot Studio agents and generative AI use cases.
• Knowledge of responsible AI, data security, human oversight and AI governance.

Consulting & Delivery

• Experience leading complex business and technology transformation initiatives.
• Strong executive stakeholder engagement, workshop facilitation and requirements elicitation skills.
• Experience working within Agile, product-led and hybrid delivery models.
• Ability to manage ambiguity, dependencies and competing stakeholder priorities.
• Excellent written, verbal and presentation skills.

Technical & Product Knowledge Essential

• Dynamics 365 Sales
• Dynamics 365 Customer Service
• Customer Insights Journeys
• Dataverse
• Power Apps and Power Automate
• Copilot Studio and Microsoft Copilot
• Security, governance and ALM concepts

Desirable

• Customer Insights Data
• Dynamics 365 Contact Center / Omnichannel
• Dynamics 365 Field Service
• Microsoft Fabric and Power BI
• Azure integration and AI services
• Power Pages and Customer Voice
• Azure DevOps

Qualifications & Certifications

• Degree-level education or equivalent professional experience.
• Relevant Microsoft Dynamics 365 and Power Platform delivery experience.
• Microsoft Certified: Power Platform Solution Architect Expert is preferred.
• Functional certifications in Dynamics 365 Sales, Customer Service, Customer Insights or Power Platform are advantageous.
• Microsoft Applied Skills or certifications relating to Copilot and AI solutions are desirable.

Personal Attributes

• Strategic thinker with strong commercial and business acumen.
• Client-focused, consultative and comfortable operating with senior stakeholders.
• Able to translate complex business needs into pragmatic, scalable solution designs.
• Strong leadership, collaboration, coaching and mentoring capabilities.
• Passionate about customer transformation, innovation and responsible AI.

Success Measures

• High-quality, scalable Dynamics 365 and Power Platform functional architectures . click apply for full job details