For Employers
Profile avatar
Verified Anonymous Profile

D365 CE / CRM Principal Architect & Practice Lead

London, UK · 19 years experience

Open to opportunities

Summary

A principal-level Dynamics 365 Customer Engagement architect with nearly two decades of CRM delivery experience across financial services, insurance, and professional services. Combines deep platform expertise in Sales, Customer Service, and Customer Insights with executive stakeholder management. Known for designing scalable, secure multi-cloud solutions that balance configurability with long-term supportability.

Experience areas

Financial Services & Insurance5yCurrentCRM Strategy & Architecture7yCurrentProfessional Services4y

Work experience

Employer names withheld for privacy

  1. Principal CRM Architect

    2020 – Present
    • Architected a D365 Sales and Customer Insights platform for a tier-1 insurance group, unifying 1.4 million customer records across three legacy CRM systems.
    • Defined a reusable solution framework adopted across a global consultancy's UK CRM practice, reducing new-project scoping time by 30%.
    • Presented solution design to C-suite stakeholders on six enterprise pursuits, contributing to £4.2 m in won business over three years.

  2. D365 CE Technical Lead

    2016 – 2020
    • Led technical delivery of a D365 Customer Service implementation for a specialist lending firm, supporting 400 agents and reducing average handle time by 18%.
    • Designed an Azure Service Bus integration connecting D365 CE to a policy administration system, handling 25,000 daily transactions at 99.97% uptime.
    • Established a DevOps CI/CD pipeline for solution deployment, cutting release cycle time from two weeks to two days.

  3. Senior CRM Developer

    2012 – 2016
    • Delivered bespoke plugin and workflow assembly solutions for a national professional services firm, replacing a heavily customised legacy CRM.
    • Migrated 600,000 contact records from a Siebel platform to Dynamics CRM Online with zero data quality incidents on go-live.
    • Introduced automated test frameworks (EasyRepro) that caught 35% of regression defects before UAT.

Skills

D365 Customer Engagement (Sales, Service, Field Service)Power Platform ArchitectureAzure Integration (Service Bus, Logic Apps, API Management)Dataverse Data ModellingCustomer Insights – JourneysSolution Architecture & GovernanceISV Evaluation & Licensing AdvisoryPre-Sales & Solutioning

Certifications

  • MB-910: Microsoft Dynamics 365 Fundamentals (CRM)
  • PL-600: Microsoft Power Platform Solution Architect Expert
  • MB-210: Microsoft Dynamics 365 Sales Functional Consultant Associate
This profile is fully anonymous. Identity is shared only when the candidate chooses to, after an employer requests contact through D365.careers.