Microsoft Dynamics 365 Service Operations Solution Architect

About Ludia 

Ludia Consulting is among the fastest growing and most innovative consulting firms in Microsoft Dynamics 365 Physical Operations. We are looking for a team member committed to helping others and their communities while growing professionally as part of our Ludia family. 

We are not just a traditional organization; we are driven to help our partners and clients while delivering value every day. Our team members are encouraged to grow by sharing their knowledge and experience through community-driven channels, including local non-profit organizations. 

The Role 

As our Microsoft Dynamics 365 (“D365”) Service Operations Solution Architect, you will be a key solutionist who owns end-to-end solution design across the D365 service stack: Field Service, Customer Service and Contact Center, and Project Operations. You will translate the way our clients run service operations (work orders, scheduling, dispatch, assets, contracts, and project delivery) into scalable D365 solutions for asset- and service-centric organizations in heavy equipment, energy, manufacturing, and engineering and construction. 

As part of your everyday work, you will drive client requirements and partner with Ludia Leadership and the Microsoft Product, FastTrack, and Sales teams to draft solutions for our clients and help shape the future of service operations, including the shift toward Copilot- and agent-assisted service. Projects include client-facing meetings (both remote and onsite), occasional visits to Microsoft offices, and training engagements. 

This position combines strong consulting ability with an equal emphasis on client-facing interpersonal skills. Our architects learn quickly, communicate ideas effectively, define and lead team efforts, and use flexibility and creativity to present a variety of solutions. 

Essential Functions 

Solution Architecture & Delivery 

• Lead client engagements (in close collaboration with Project Manager) through requirements discovery, solution design, process architecture, integrations, and system implementation across Field Service, Customer Service, Contact Center, and Project Operations 

• Design and oversee configuration of the Field Service work order lifecycle, schedule board, resource scheduling (including the Scheduling Operations Agent), agreements, customer assets, and the Field Service mobile experience for frontline technicians 

• Work across Microsoft systems to architect integrations between D365 service applications and D365 Finance & Supply Chain (F&SC), including the unified work-order-to-financials model replacing the legacy Field Service and FSC integration. 

• Design Connected Field Service and IoT-enabled scenarios for proactive and predictive maintenance 

• Evaluate and report project risk assessments to internal and external stakeholders 

• Conduct design review sessions with customers to demonstrate completed work and gather adjustments 

AI-Assisted Service 

• Architect Copilot and AI agent capabilities across the service stack, including agent-assisted scheduling, case management, and knowledge management 

• Guide clients on where autonomous and semi-autonomous agents fit their service model, and where they do not 

• Stay current on Dynamics 365 release waves and advise clients and internal teams on upcoming changes and impacts 

Sales & Ecosystem 

• Participate in or lead Microsoft Product, FastTrack, and Sales initiatives and presentations 

• Support new business pursuits through discovery, solution demonstrations, proposals, and estimates 

• Collaborate with internal architects and leaders to deliver best-in-class solutions for our clients 

Skills & Competencies 

• 7+ years of experience with Dynamics 365 solution delivery across Customer Engagement and Field Service, including end-to-end implementations in a solution design or architect role 

• Undergraduate or master's degree with a focus on Information Systems, Operations Management, Finance/Accounting, Computer Science, or equivalent experience 

• Deep expertise in Dynamics 365 Field Service: work order management, scheduling and Resource Scheduling Optimization, agreements, customer assets, inventory, and the Field Service mobile application 

• Working knowledge of Dynamics 365 Customer Service and Contact Center, including case management, unified routing, and omnichannel capabilities 

• Must have experience and comfort with using Azure DevOps (ADO) to capture and track solution scope work items (Epics, Features, Requirements, Tasks, etc). (This is a firm requirement)   

• Basic understanding of out-of-the-box D365 Finance & Supply Chain (F&SC) processes related to Field Service, Project Operations, Contact Center and/or Customer Service, and ability to collaborate with F&SC architects to own holistic enterprise solution designs.  

• Experience designing integrations using Dual-write, Business Events, and Azure services (Logic Apps, Functions, API Management) 

• Experience with Copilot capabilities in Dynamics 365 and exposure to building agents in Microsoft Copilot Studio 

• Working understanding of Power BI: data modeling, report and KPI creation, and deployment 

• Current Microsoft role-based certification such as retired Field Service Functional Consultant Associate (MB-240) or Architect (PL-600), Agentic AI Business Solutions Architect (AB-100) or Dynamics 365 Contact Center AI Engineer Associate (AB-250) 

• Industry knowledge of service operations business processes in sales, customer service, field service, and project delivery 

• Professional presence, strong communication skills, and a proactive mindset, with the ability to engage effectively with clients and stakeholders at all levels of an organization 

 

• Ability to work independently and as a team player to meet project deliverables on time 

• Ability to travel to client sites within the United States (up to 50% travel) 

Desirable Experience 

• Experience in heavy equipment, energy, utilities, or engineering and construction 

• Experience with Dynamics 365 Project Operations implementations 

• Familiarity with Microsoft Success by Design and FastTrack engagement models 

• Experience with Mavim and Leapwork is a plus. 

 

Benefits / Why Ludia 

• Remote when not traveling to customer sites 

• Unlimited PTO 

• Companywide time off at the end of the year 

• Full health benefits, vision, and dental 

• 401K 

• …and more! 

Ludia Consulting is an Equal Opportunity Employer. Applicants receive consideration for employment regardless of their race, color, creed, religion, national origin, sex, sexual orientation, disability, age, marital status, or status with regard to public assistance.