Job Summary
• 12+ yrs Solution architecture across D365 CE (Customer Service, Customer Insights), Power Platform, Dataverse
• Proven 'wrap-not-replace' additive design over a preserved legacy core
• APIM-as-governed-seam patterns; event-driven CDC vs EOD batch
• Genesys-voice + D365-Omnichannel hybrid CX architecture
• Data-residency design with no in-country D365 region (crm5 APAC cluster)
• Azure AI shaping — Document Intelligence, Speech, Azure OpenAI — under OJK / PDP-Law governance
• TOGAF / Microsoft-certified; designs defensible under CTO scrutiny
Key Responsibilities
• End-to-end architecture authority and wrap-not-replace design assurance
• Own solution + integration architecture: API as the single governed seam fronting Core Policy
• Make CCCM (durable case records) and Omnichannel (live sessions) co-resident on one D365 / Dataverse platform — no phantom integration seam
• Set the Genesys-voice-only / D365-digital boundary
• Gate STP write-back features against the Core write-back decision
• Own residency posture (Jakarta unresolved) and the Azure-OpenAI-as-deferable-dependency stance
• Chair the architecture review board
Skill Requirements
2. Proficient in customizing crm / d365 ce entities, forms, workflows, and plugins.
3. Strong experience in implementing crm / d365 ce extensions using c#, .net, javascript, and typescript.
4. Ability to architect complex crm / d365 ce solutions and integrations to meet business requirements.
5. Excellent problem-solving skills and attention to detail in troubleshooting crm / d365 ce issues.
6. Good communication skills to collaborate with cross functional teams and stakeholders effectively.