Job Description:
We are looking for an experienced Dynamics 365 Customer Service CRM Architect with strong airline and contact center expertise to lead the design and evolution of our enterprise customer service platform. The role focuses on Dynamics 365 Customer Service, Power Platform automation, and AI-driven service capabilities using Dynamics Copilot.
Resource will own end-to-end CRM architecture, define solution intent and solution design, and establish architectural standards across the customer service ecosystem. This includes designing scalable case management processes for Guest Relations, Baggage Claims, Flight Disruptions, Refunds, Compensation, and premium service operations. Resource will ensure the platform is secure, compliant, high-performing, and available 24×7 to support airline operations.
The role requires strong collaboration with stream architects, IT security, infrastructure, data teams, business stakeholders, product owners, and contact center leaders. Resource will act as the CRM design authority, reviewing customizations, integrations, and solution approaches while guiding teams toward best practices and efficient, high-quality implementations.
Resource will architect and govern Power Platform solutions using Power Apps, Power Automate, Power Pages, and Power BI, defining ALM, environment strategy, DLP policies, and reusable patterns. Resource will also lead the adoption of Dynamics Copilot and Azure OpenAI to enable case summarization, smart routing, sentiment analysis, knowledge automation, and other AI-driven service enhancements.
The role includes designing integrations with airline systems such as PNR/reservations, baggage and operations platforms, refund and finance systems, and customer feedback tools. You will define integration patterns using APIs and Azure Integration Services while driving CRM data quality, identity management, retention, and audit standards.
Success in this role requires at least 10 years of experience with CRM or customer service platforms, including 5+ years hands-on with Dynamics 365 Customer Service. Airline or aviation contact center experience is essential, along with strong CRM–CCaaS(Nice) integration knowledge and hands-on Power Platform expertise. Experience implementing Copilot or AI-assisted customer service capabilities is required.
Key technical skills include Dynamics 365 Customer Service, Omnichannel configuration, Power Apps, Power Automate, Power Pages, Power BI, Azure Integration Services, Azure OpenAI, security, performance optimization, and DevOps/ALM for Dynamics and Power Platform.
- Strong communication, cross-team collaboration, and the ability to translate operational needs into scalable architecture are critical. Airline baggage systems, refund workflows, customer feedback platforms, and relevant Microsoft certifications are considered advantages.
The Cognizant community:
We are a high caliber team who appreciate and support one another. Our people uphold an energetic, collaborative and inclusive workplace where everyone can thrive.
- Cognizant is a global community with more than 300,000+ associates around the world.
- We don’t just dream of a better way – we make it happen.
- We take care of our people, clients, company, communities and climate by doing what’s right.
- We foster an innovative environment where you can build the career path that’s right for you.
About us:
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, state or local laws.
Disclaimer:
Compensation information is accurate as of the date of this posting. Cognizant reserves the right to modify this information at any time, subject to applicable law.
Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.