D365 CE Functional Solution Architect (Managed Services)

Job description

Through passion and deep industry expertise, MCA Connect helps manufacturers succeed by unlocking innovation with actionable business insights. Our strategic solutions, innovation, and industry intelligence help manufacturers gain visibility, improve profitability, and achieve a competitive edge. Established in 2002, MCA Connect has grown into one of the largest US-based solution partners in Microsoft Business Applications and Azure Data & AI / Digital & App Innovation. Our Microsoft Specialties include Finance and Supply Chain, Analytics on Azure, Data Warehouse Migration, and Power Platform. We’re also a fifteen-time Microsoft Partner of the Year and three-time Inc. Best Workplaces award winner. **Title**: D365 CE Functional Solution Architect **Location**: Remote with travel up to 30% **Description** As a member of the Managed Services team, the Dynamics 365 CE Functional Solution Architect will help MCA Connect deliver world-class customer service. The Solution Architect is self-motivated to troubleshoot and resolve complex, cross-functional issues with the Dynamics 365 CE application, leading resolution efforts and guiding the functional team toward high-quality outcomes. The Solution Architect owns the solution scope across all process areas and serves as the primary solution authority on Managed Services engagements. The Solution Architect makes decisions and recommendations confidently across all areas of the solution, exercises independent judgement and decision making on complex issues, and advises clients on matters of significant impact to their implementation. They work on problems of diverse scope and complexity ranging from moderate to substantial, lead the team in determining the most effective methods and procedures, and have full ownership of work and milestones. The Solution Architect requires minimal instruction on day-to-day work or complex assignments, uses independent judgement on analysis of variable factors, and leads others on the development of solutions. They are a comprehensive designer and leader who applies in-depth and broad knowledge across multiple process areas, takes full ownership of complex issues, and is competent to work independently at the most advanced level. Managed Services engagements span the full lifecycle of client operations. In addition to day-to-day issue resolution and escalation support, the Solution Architect facilitates Dynamics 365 version updates, post-go-live stabilization and hypercare engagements, system assessments and health checks, iterative phased module deployments, optimization of existing systems, and higher-level troubleshooting. The Solution Architect also provides architectural oversight on staff augmentation–style engagements to ensure solution integrity and MCA Connect quality standards are maintained. Position requires up to 30% travel. **Core Responsibilities** Managed Services Support Operations - Provide outstanding customer service and achieve client satisfaction - Monitor and triage complex or escalated support cases; own cross-functional issues end-to-end through resolution - Troubleshoot complex, cross-functional issues and deliver high-quality solutions independently, while leading collaborative resolution efforts across the functional team - Provide higher-level troubleshooting for cases that exceed Consultant and Senior Consultant expertise - Oversee and guide Microsoft support escalations, ensuring proper documentation, follow-through, and resolution across Premier Support and Product Group channels Engagement Delivery Across the MgS Portfolio - Lead post-go-live stabilization and hypercare engagements; define stabilization scope, success criteria, and transition-to-steady-state plans - Lead Dynamics 365 system assessments and health checks; deliver architectural findings, risk analysis, and strategic improvement roadmaps to client leadership - Architect and oversee iterative phased module deployments, defining deployment sequencing, cross-functional dependencies, and go/no-go criteria for each wave - Provide architectural oversight and solution governance on staff augmentation–style engagements, ensuring embedded resources maintain solution integrity and MCA Connect methodology standards Customer Satisfaction & Advisory - Work closely with the MCA Connect functional team to ensure engagements meet customer expectations - Ensure customer satisfaction by delivering on-time, quality results - Serve as a trusted advisor to client leadership; display confidence and experience in communicating with Senior Management on concerns, key decisions, risks, and trade-offs that affect the solution - Promote and encourage change and change management methods to support customer acceptance and system adoption - Prioritize and maintain focus on the customer’s visionary goals across all workstreams - Advise clients on matters of significant impact to their implementation; exercise independent judgement and decision making on complex issues Solution Design & Delivery - Lead the transition from strategic business transformation decisions to the successful delivery of those strategic decisions through execution phases - Lead the MCA Connect project teams to define functional requirements and document solution designs; manage and oversee detailed design/requirements meetings to understand clients’ business requirements and conduct gap analysis - Ensure the quality of design, configuration, and testing of core Dynamics 365 CE modules across all process areas - Review design requirements prepared by functional team; deliver recommended changes and adherence to methodology - Specify and convey requirements for custom code, integrations, and custom reports to the development team and test completed solutions - Actively participate as the “Dynamics 365 CE Expert” in the Executive Steering Committee - Facilitate and ensure all cross-practice coordination as appropriate - Support technical lead regarding questions on customizations, estimates, and timelines Project Team Support & Management - Ensure project and project team members follow MCA Connect methodology standards, including conformance to any Statements of Work (SOW) - In partnership with the technical lead, create and execute the final system cutover plan for Go Live - Work with the Project Manager and technical lead to define an Application Lifecycle Management (ALM) plan for the transition from project implementation to post-Go Live maintenance - Manage and provide senior support to the client for generation of user documentation - Manage and provide senior support for the training of end users and system administrators