Senior Dynamics 365 Customer Service Functional Architect

We are seeking a Senior Dynamics 365 Customer Service Functional Architect to lead the design, configuration, and implementation of Microsoft Dynamics 365 Customer Service for a large-scale healthcare transformation initiative. This role will be instrumental in migrating the client's legacy FreshWorks platform to a modern Microsoft ecosystem, enabling secure, compliant, and scalable patient service and fulfillment operations. The ideal candidate will possess deep expertise in Dynamics 365 Customer Service, Power Platform, Dataverse, and healthcare business processes. This is a hands-on functional leadership role responsible for designing case management solutions, workflow automation, and ensuring seamless integration with Dynamics 365 Sales Enterprise and Business Central. Project Overview: The client is modernizing its fulfillment operations by replacing its legacy FreshWorks platform with Microsoft Dynamics 365 Customer Service, Power Platform, Dataverse, and Microsoft technologies. The new platform will provide: Centralized Case & Ticket Management Patient Service & Care Coordination Automated Fulfillment & Benefits Workflows HIPAA-Compliant Data Management Improved Reporting & Analytics Role-Based Security (RBAC) Scalable Microsoft Cloud Platform Integration with Dynamics 365 Sales Enterprise and Business Central This initiative will improve operational efficiency, strengthen compliance, enhance patient and client experiences, and provide a scalable foundation for future growth.