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About the Role

BearingPoint is expanding its Microsoft Business Applications team to meet the growing demand for AI-enabled customer engagement solutions. This role is for an experienced architect to shape customer transformation programmes, define target business processes, design AI-enabled customer experiences, and act as the functional design authority for the Microsoft Customer Engagement platform.

Responsibilities

Lead the end-to-end functional design of Microsoft Dynamics 365 Customer Engagement solutions.
Define business processes across Dynamics 365 Sales, Customer Service, Customer Insights Journeys and Customer Insights Data.
Facilitate discovery workshops, requirements gathering, process design and fit-gap analysis.
Develop solution blueprints, functional specifications, process maps, user stories and acceptance criteria.
Promote configuration and standard platform capability before recommending extension or custom development.
Provide functional design governance and ensure alignment with Microsoft and programme standards.
Design customer acquisition, onboarding, retention, service and loyalty journeys.
Define lead-to-opportunity, opportunity-to-close, account management and forecasting processes.
Design case management, knowledge management, entitlement, SLA and omnichannel service processes.
Architect personalised, event-driven customer journeys across email, SMS, web and other channels using CIJ.
Design segmentation, consent, preference management, lead scoring and automated nurture programmes.
Design business solutions using Power Apps, Power Automate, Dataverse, Power BI, Power Pages and Copilot Studio.
Define environment, security, governance and Application Lifecycle Management approaches.
Collaborate with technical architects and developers to ensure scalable, supportable delivery.
Promote responsible low-code innovation within enterprise architecture guardrails.
Define Copilot and AI strategies across CRM, sales, service and customer engagement scenarios.
Design AI-assisted experiences for sellers, service agents, marketers and customers.
Shape solutions using Copilot for Sales, Copilot for Service, Copilot Studio and embedded Dynamics 365 Copilot capabilities.
Identify high-value automation and generative AI use cases.
Ensure AI solutions align with responsible AI, security, privacy, compliance and governance requirements.
Act as a trusted advisor to client executives, product owners and programme leaders.
Lead workshops, design forums, playback sessions and executive presentations.
Support pre-sales, solution demonstrations, estimations and proposal development.
Mentor functional consultants and business analysts, setting clear standards for high-quality delivery.
Contribute to BearingPoint propositions, accelerators, methods and thought leadership.

Requirements

Typically 8+ years delivering Microsoft Dynamics CRM or Dynamics 365 Customer Engagement solutions, with significant experience in architecture or functional leadership roles.
Deep functional experience across Dynamics 365 Sales, Customer Service and Customer Insights Journeys.
Experience with Customer Insights Data and unified customer profiles is highly desirable.
Proven delivery experience on enterprise-scale CRM and customer transformation programmes.
Strong knowledge of sales, service and marketing operating processes, controls and performance measures.
Strong solution-design experience across Power Apps, Power Automate, Dataverse, Power BI, Power Pages and Copilot Studio.
Understanding of environment strategy, solutions, managed environments, security roles, data loss prevention, governance and ALM.
Experience shaping or implementing Microsoft Copilot capabilities within business applications.
Understanding of Copilot for Sales, Copilot for Service, Copilot Studio agents and generative AI use cases.
Knowledge of responsible AI, data security, human oversight and AI governance.
Experience leading complex business and technology transformation initiatives.
Strong executive stakeholder engagement, workshop facilitation and requirements elicitation skills.
Experience working within Agile, product-led and hybrid delivery models.
Ability to manage ambiguity, dependencies and competing stakeholder priorities.
Excellent written, verbal and presentation skills.
Degree-level education or equivalent professional experience.
Relevant Microsoft Dynamics 365 and Power Platform delivery experience.
Strategic thinker with strong commercial and business acumen.
Client-focused, consultative and comfortable operating with senior stakeholders.
Able to translate complex business needs into pragmatic, scalable solution designs.
Strong leadership, collaboration, coaching and mentoring capabilities.
Passionate about customer transformation, innovation and responsible AI.

Skills

Dynamics 365 Sales
Dynamics 365 Customer Service
Customer Insights Journeys
Dataverse
Power Apps
Power Automate
Copilot Studio
Microsoft Copilot
Security
Governance
ALM concepts
Customer Insights Data
Dynamics 365 Contact Center / Omnichannel
Dynamics 365 Field Service
Microsoft Fabric
Power BI
Azure integration
AI services
Power Pages
Customer Voice
Azure DevOps

Location

UK
Europe

Work Type

Full-time

Experience Level

Senior
8+ years

Education Level

Degree-level education or equivalent professional experience

Benefits

Private health and dental insurance
Pension contributions
Annual bonuses
Gym membership support
Professional subscriptions
Paid maternity and paternity leave
Income protection
Nursery workplace benefits
Exclusive business courses for career progression
Opportunity to drive company direction

About the Company

BearingPoint is an independent management and technology consultancy with European roots and a global reach.
We work alongside organisations to help them achieve measurable business outcomes through strategy, transformation, technology and innovation.
Our consultants combine deep industry expertise with leading technology capabilities to deliver practical solutions that create sustainable value.
We help clients address complex business challenges across customer engagement, digital transformation, data and AI, ERP modernisation, sustainability, supply chain and enterprise architecture.
Within the UK, BearingPoint has a growing Microsoft practice focused on delivering business transformation through Microsoft Business Applications, Power Platform, Azure, Microsoft 365 and AI solutions.
We work closely with Microsoft to help organisations modernise customer engagement, service operations, employee experience and business processes using Dynamics 365 and Microsoft Copilot.
The BearingPoint Microsoft Business Applications practice helps organisations transform customer and employee experiences through intelligent, connected and AI-powered business solutions.
Our capabilities include Dynamics 365 Sales, Dynamics 365 Customer Service and Contact Centre, Dynamics 365 Customer Insights Data, Dynamics 365 Customer Insights Journeys, Power Platform (Power Apps, Power Automate, Power BI, Power Pages and Dataverse), Microsoft Copilot and Copilot Studio, Microsoft Fabric and Azure AI Services.
Our teams support clients across sectors including Financial Services, Retail, Consumer Products, Utilities, Manufacturing, Public Sector, Healthcare and Professional Services.
As AI becomes embedded across Microsoft Business Applications, BearingPoint is investing in Copilot-led transformation, intelligent customer engagement, agentic AI and next-generation customer experiences.
Joining BearingPoint means becoming part of a collaborative, entrepreneurial and people-focused organisation where innovation, learning and professional growth are actively encouraged.
We want someone to seize the opportunity to drive us forward in directions that are meaningful to them and our clients.
BearingPoint provides a highly competitive and flexible benefits package designed to support employee well-being, career development, and work-life balance.
Being part of a team with an entrepreneurial spirit that values stewardship and developing both our people and future generations.
You’ll be embraced for who you are and empowered to use your voice to help others find theirs.

Equal Opportunity

BearingPoint is an equal opportunities employer.
We are committed to having a diverse and inclusive workforce where each individual feels they belong.
Fostering a work environment with a strong sense of community and where everyone can thrive is a core pillar of our business.
We are focused on attracting and retaining the best people with the right skills and the desire to deliver excellent results, regardless of background.
In return, we will provide a working environment in which everyone feels valued and has the opportunity to fulfil their potential, where their talents are fully utilised and company goals are met.
We celebrate the strength that comes from our similarities and our differences through local initiatives which promote inclusion, outreach, and respect.