We are hiring Dynamics 365 Customer Service CRM Architect to join one of our major clients based in Abu Dhabi, UAE.
Employment Type -12 months and extendable contract
Job Location - Abu Dhabi, UAE
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.
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.
