D365 Customer Service Business Solutions Architect (BSA)

drive significant business value.

The ICOE is a single organization that brings together Avanade's existing COEs (Center of Excellence) to deliver excellence at scale to Avanade and clients. The three missions of the ICOE:

• Driving client impact by providing competitive positioning and solutioning support on key deals; helping regions transition from sales to delivery and jump-start projects; and delivering a consistent SME-based and shared services capability across regions.

• Advancing our Solution Areas and Lines of Business by supporting and incubating innovative solutions; developing new capabilities; fostering technical skill development; and demonstrating Avanade's technical leadership in the market (e.g., speaking at conferences).

• Support Practice Development by collaborating to evolve innovative points-of-view, assets, and differentiators; supporting key learning mechanisms and knowledge sharing; and coordinating with Microsoft and Accenture as needed around each of our asset development roadmaps.

Skills and experiences

• Deep functional and technical acumen and understanding of Microsoft Dynamics CE for Customer Service, Nuance, Copilot Studio (AKA PVA)

• Understand and articulate integration architectures including development tools/products, and standards

• Business Process Analysis and Design

• Contact/Call Center ISV solutions

• Significant experience in CRM either in pre sales, customer solution development. A delivery background is desirable.

• Strong knowledge of the following Microsoft (and underlying technologies): Azure, Voice (including ACS and Teams), Power Platform, Office365

About you

• Characteristics that can spell success for this role:

• Demonstrated success in the leading and managing of people in a team-based environment.

• Excellent presentation skills.

• Strong written and verbal communication skills.

• Strong consulting and client facing skills

What you'll do

• Help the customer see what is possible with technology (visionary)

• Manage customer information using internal tools such as the internal CRM system, deal pricing tool, and/or regional sales spreadsheets

• Deliver quality presentations (both written and oral) and customized product demonstrations (POC)

• Serve as the Solution lead for new opportunities and support transition into delivery & customer/prospect training

• Build relationships with Accenture, Microsoft, industry groups and customers

• Represent at relevant customer/industry events and write POV documents/conduct webinars to create positive exposure for Avanade's brand

• Contribute to the development of Avanade intellectual property, including assets and knowledge capital

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