Integrated Centre of Excellence D365 Customer Service - Business Solutions Architect


Location: Edinburgh, Glasgow City, Greater London, Greater Manchester, Surrey, Tyne and Wear, West Midlands

Job Type: Full time



The ICOE D365 Customer Service Business Solutions Architect (BSA) will provide technical and solution envisioning expertise to the Avanade and Accenture sales teams. The BSA will help develop and execute sales strategies, drive proposal efforts and provide technical sales support. The BSA specializes in D365 Solutions for Customer Service and provides expertise in lead qualification, opportunity assessment, opportunity development and proposal development.

Come join us:

The newly established Integrated Go-To-Market (IGTM) function brings the full breadth of Avanade’s propositions, offerings, and capabilities to life for our clients. The scope of the IGTM function includes our Global Lines of Business (LOBs), Global Industry Leads, Partner Ecosystem & Alliances, and Integrated Center of Excellence (ICOE), and Managed Services to ensure our strategies, solutions, and delivery drive significant business value.  

The ICOE is a single organization that brings together Avanade’s existing COEs (Center of Excellence) to deliver excellence at scale to Avanade and clients. The three missions of the ICOE:

    Driving client impact by providing competitive positioning and solutioning support on key deals; helping regions transition from sales to delivery and jump-start projects; and delivering a consistent SME-based and shared services capability across regions.

      Advancing our Solution Areas and Lines of Business by supporting and incubating innovative solutions; developing new capabilities; fostering technical skill development; and demonstrating Avanade’s technical leadership in the market (e.g., speaking at conferences).

        Support Practice Development by collaborating to evolve innovative points-of-view, assets, and differentiators; supporting key learning mechanisms and knowledge sharing; and coordinating with Microsoft and Accenture as needed around each of our asset development roadmaps.

        What you’ll do:

        • Help the customer see what is possible with technology (visionary)
        • Manage customer information using internal tools such as the internal CRM system, deal pricing tool, and/or regional sales spreadsheets
        • Deliver quality presentations (both written and oral) and customized product demonstrations (POC)
        • Serve as the Solution lead for new opportunities and support transition into delivery & customer/prospect training
        • Build relationships with Accenture, Microsoft, industry groups and customers
        • Represent at relevant customer/industry events and write POV documents/conduct webinars to create positive exposure for Avanade’s brand
        • Contribute to the development of Avanade intellectual property, including assets and knowledge capital

        Skills and experiences:

        • Deep functional and technical acumen and understanding of Microsoft Dynamics CE for Customer Service, Nuance, Copilot Studio (AKA PVA)
        • Understand and articulate integration architectures including development tools/products, and standards
        • Business Process Analysis and Design
        • Contact/Call Center ISV solutions
        • Significant experience in CRM either in pre sales, customer solution development. A delivery background is desirable.
        • Strong knowledge of the following Microsoft (and underlying technologies): Azure, Voice (including ACS and Teams), Power Platform, Office365

        About you:

        Characteristics that can spell success for this role:

        • Demonstrated success in the leading and managing of people in a team-based environment.
        • Excellent presentation skills.
        • Strong written and verbal communication skills.
        • Strong consulting and client facing skills.

        Enjoy your career

          Opportunity to work for Microsoft’s Global Alliance Partner of the Year (14 years in a row), with exceptional development and training (minimum 80 hours per year for training and paid certifications)

            Real-time access to technical and skilled resources globally

              Dedicated career advisor to encourage your growth

                Engaged and helpful coworkers genuinely interested in you

                Find out more about some of our benefits here.

                A great place to work

                As you bring your skills and abilities to Avanade, you’ll get distinctive experiences, limitless learning, and ambitious growth in return. As we continue to build our diverse and inclusive culture, we become even more innovative and creative, helping us better serve our clients and communities. You’ll join a community of smart, supportive collaborators to lift, mentor, and guide you, and to lean on your expertise. You get a company purpose-built for business-critical, leading-edge technology solutions, committed to improving the way humans work, interact, and live. It’s all here, so take a closer look!

                We work hard to provide an inclusive, diverse culture with a deep sense of belonging for all our employees. Visit our Inclusion & Diversity page.

                Create a future for our people that focuses on

                • Expanding your thinking
                Experimenting courageously Learning and pivoting

                Inspire greatness in our people by

                • Empowering every voice
                • Encouraging boldness
                Celebrating progress

                Accelerate the impact of our people by

                • Amazing the client
                • Prioritizing what matters
                Acting as one

                Learn more

                To learn more about being a part of Avanade and our Enterprise Technology Architecture, check out this info: