Dynamics 365 Customer Engagement Solution Architect (Freelance)

Location: Brussels, Belgium
Work Pattern: Hybrid (2 days per week on-site)
Contract Type: Freelance / Contractor
Language Requirements: Native French speaker (mandatory), English advantageous
Sector: Public Sector

The Role

As the D365 Customer Engagement Solution Architect, you will be responsible for designing end-to-end Microsoft Dynamics 365 CE solutions and providing architectural leadership throughout the project lifecycle. You will work closely with business stakeholders, technical teams, and senior leadership to ensure solutions align with organisational objectives, security standards, and public sector requirements.

This role requires a strong functional and technical understanding of Dynamics 365 Customer Engagement, with particular expertise in Customer Service and citizen/customer engagement processes.

Key Responsibilities

• Lead solution architecture for Microsoft Dynamics 365 Customer Engagement projects.
• Design scalable, secure, and maintainable solutions across the D365 CE platform.
• Act as the primary architecture advisor to business and technical stakeholders.
• Gather and challenge business requirements, translating them into solution designs.
• Define integration architecture with external applications and enterprise systems.
• Provide guidance on Power Platform capabilities including Power Apps, Power Automate, and Dataverse.
• Lead workshops, design sessions, and architecture reviews.
• Ensure alignment with Microsoft best practices and governance frameworks.
• Support development teams during build, testing, deployment, and go-live phases.
• Produce solution design documents, architecture diagrams, and technical specifications.
• Mentor consultants and developers within the project team.

Required Experience

• Extensive experience as a Dynamics 365 CE Solution Architect.
• Strong knowledge of Dynamics 365 Customer Service.
• Proven track record delivering enterprise-scale CRM transformation programmes.
• Experience with:
  • Case Management
  • Omnichannel Customer Service
  • Knowledge Management
  • Service Level Agreements (SLAs)
  • Customer Engagement processes
  • Dataverse
  • Power Platform
• Experience integrating D365 CE with third-party and legacy systems.
• Strong stakeholder management and workshop facilitation skills.
• Ability to operate within complex, multi-stakeholder environments.

Essential Requirements

• Native French speaker.
• Experience working with public sector organisations.
• Strong understanding of governance, compliance, and security requirements.
• Experience leading solution architecture within Microsoft ecosystems.
• Ability to work on-site in Brussels two days per week.
• Excellent communication and documentation skills.

Desirable Skills

• Microsoft certifications across Dynamics 365 and Power Platform.
• Experience with Azure integration services.
• Experience with Agile delivery methodologies.
• English language proficiency.
• Experience working on European Union, government, or public administration projects.

What We’re Looking For

The ideal consultant will combine deep Dynamics 365 expertise with strong client-facing skills and the ability to engage senior stakeholders. You will be comfortable defining solution strategy, challenging requirements, and ensuring successful delivery within a complex public sector environment.