About this role
Through passion and deep industry expertise, MCA Connect helps manufacturers succeed by unlocking innovation with actionable business insights. Our strategic solutions, innovation, and industry intelligence help manufacturers gain visibility, improve profitability, and achieve a competitive edge. Established in 2002, MCA Connect has grown into one of the largest US-based solution partners in Microsoft Business Applications and Azure Data & AI / Digital & App Innovation. Our Microsoft Specialties include Finance and Supply Chain, Analytics on Azure, Data Warehouse Migration, and Power Platform. We’re also a fifteen-time Microsoft Partner of the Year and three-time Inc. Best Workplaces award winner.
Title: D365 CE Functional Solution Architect
Location: Remote with travel up to 30%
Description
As a member of the Managed Services team, the Dynamics 365 CE Functional Solution Architect will help MCA Connect deliver world-class customer service. The Solution Architect is self-motivated to troubleshoot and resolve complex, cross-functional issues with the Dynamics 365 CE application, leading resolution efforts and guiding the functional team toward high-quality outcomes. The Solution Architect owns the solution scope across all process areas and serves as the primary solution authority on Managed Services engagements.
The Solution Architect makes decisions and recommendations confidently across all areas of the solution, exercises independent judgement and decision making on complex issues, and advises clients on matters of significant impact to their implementation. They work on problems of diverse scope and complexity ranging from moderate to substantial, lead the team in determining the most effective methods and procedures, and have full ownership of work and milestones.
The Solution Architect requires minimal instruction on day-to-day work or complex assignments, uses independent judgement on analysis of variable factors, and leads others on the development of solutions. They are a comprehensive designer and leader who applies in-depth and broad knowledge across multiple process areas, takes full ownership of complex issues, and is competent to work independently at the most advanced level.
Managed Services engagements span the full lifecycle of client operations. In addition to day-to-day issue resolution and escalation support, the Solution Architect facilitates Dynamics 365 version updates, post-go-live stabilization and hypercare engagements, system assessments and health checks, iterative phased module deployments, optimization of existing systems, and higher-level troubleshooting. The Solution Architect also provides architectural oversight on staff augmentation–style engagements to ensure solution integrity and MCA Connect quality standards are maintained. Position requires up to 30% travel.
Core Responsibilities
Managed Services Support Operations
Provide outstanding customer service and achieve client satisfaction
Monitor and triage complex or escalated support cases; own cross-functional issues end-to-end through resolution
Troubleshoot complex, cross-functional issues and deliver high-quality solutions independently, while leading collaborative resolution efforts across the functional team
Provide higher-level troubleshooting for cases that exceed Consultant and Senior Consultant expertise
Oversee and guide Microsoft support escalations, ensuring proper documentation, follow-through, and resolution across Premier Support and Product Group channels
Engagement Delivery Across the MgS Portfolio
Lead post-go-live stabilization and hypercare engagements; define stabilization scope, success criteria, and transition-to-steady-state plans
Lead Dynamics 365 system assessments and health checks; deliver architectural findings, risk analysis, and strategic improvement roadmaps to client leadership
Architect and oversee iterative phased module deployments, defining deployment sequencing, cross-functional dependencies, and go/no-go criteria for each wave
Provide architectural oversight and solution governance on staff augmentation–style engagements, ensuring embedded resources maintain solution integrity and MCA Connect methodology standards
Customer Satisfaction & Advisory
Work closely with the MCA Connect functional team to ensure engagements meet customer expectations
Ensure customer satisfaction by delivering on-time, quality results
Serve as a trusted advisor to client leadership; display confidence and experience in communicating with Senior Management on concerns, key decisions, risks, and trade-offs that affect the solution
Promote and encourage change and change management methods to support customer acceptance and system adoption
Prioritize and maintain focus on the customer’s visionary goals across all workstreams
Advise clients on matters of significant impact to their implementation; exercise independent judgement and decision making on complex issues
Solution Design & Delivery
Lead the transition from strategic business transformation decisions to the successful delivery of those strategic decisions through execution phases
Lead the MCA Connect project teams to define functional requirements and document solution designs; manage and oversee detailed design/requirements meetings to understand clients’ business requirements and conduct gap analysis
Ensure the quality of design, configuration, and testing of core Dynamics 365 CE modules across all process areas
Review design requirements prepared by functional team; deliver recommended changes and adherence to methodology
Specify and convey requirements for custom code, integrations, and custom reports to the development team and test completed solutions
Actively participate as the “Dynamics 365 CE Expert” in the Executive Steering Committee
Facilitate and ensure all cross-practice coordination as appropriate
Support technical lead regarding questions on customizations, estimates, and timelines
Project Team Support & Management
Ensure project and project team members follow MCA Connect methodology standards, including conformance to any Statements of Work (SOW)
In partnership with the technical lead, create and execute the final system cutover plan for Go Live
Work with the Project Manager and technical lead to define an Application Lifecycle Management (ALM) plan for the transition from project implementation to post-Go Live maintenance
Manage and provide senior support to the client for generation of user documentation
Manage and provide senior support for the training of end users and system administrators
Provide business technical support and guidance to empower the functional team to build and own the solution
Assist functional team and customer with data migration plan, reconciliation plans, and data clean-up recommendations
Create Azure DevOps test plan through assistance of customer with CRP/UAT test cases, link to user stories, and assure completion and sign-off
Support and monitor pass/fail CRP/UAT issue resolution, risk escalations and acceptance, and mitigation planning
Mentor the team to support knowledge transfer, project success, and overall continued career growth
Provide specific scoping documentation to the Project Manager for the generation of subsequent Statements of Work (SOWs) as appropriate
Share responsibility with the Project Manager for creating periodic status reports for consumption by project team members and the executive leadership team (ELT)
Share responsibility with technical lead and Project Manager for tracking customizations, deliverables, and timeliness of completion
Oversee and support technical lead and functional team regarding debugging and finding code issues
When applicable: Attend Microsoft FastTrack meetings, provide required documentation and/or training for Go Live checklist; comply with Microsoft FastTrack policies
Manage ISV decisions, design, and collaboration with the functional team
Design, review, and maintain awareness of all integration plans
Monitor and coordinate Microsoft version updates; train, schedule, and guide customer to own release and pause schedules
Monitor completeness of project, milestone activities, and sign-off tasks
Promote continuous learning, D365 feature enhancement review, and deployment
Managed Services Operations & Collaboration
Maintain effective customer relationships; log incidents and document communications in CE
Develop whitepapers, best practice knowledge base articles, and proactive service offerings leveraging new features or common repetitive areas
Create, develop, and deliver proactive services to reduce recurring issues and improve client outcomes
Provide support for team members; actively mentor Consultants and Senior Consultants on technical skills, cross-functional knowledge, and client management
Communicate effectively with client leadership on business process decisions and project direction
Optimize individual utilization; continue professional education by setting specific annual training goals
Work independently with a self-motivated approach, while remaining open to collaboration, team participation, and knowledge sharing
MCA Representation & Communication
Create and deliver content for both internal and external training, communication, and marketing
Represent MCA Connect at promotional and educational events
Required skills and experience
Strong business knowledge of B2B sales, lead-to-opportunity, quote-to-order, customer service, field service, marketing journeys, customer data, and CRM operating models.
Hands-on functional experience configuring D365 CE modules, Dataverse, model-driven apps, dashboards, views, business rules, processes, and related Power Platform capabilities.
Ability to facilitate senior stakeholder conversations, handle ambiguity, challenge requirements constructively, and produce executive-ready deliverables.
Experience with agile delivery, requirements traceability, process mapping, adoption planning, and measurable business value realization.
Experience producing executive-ready deliverables such as capability maps, future-state process models, fit-gap summaries, business-value roadmaps, adoption plans, and decision logs.
Recommended certifications: MB-280 or successor customer experience credential, MB-230, MB-240, PL-200, and/or equivalent D365 CE credentials. Change management certification is preferred.
Experience with D365 ERP Processes and Dual Write is a plus.