D365 Business Architect - Functional (Field Service)

Infogain is a human-centered digital platform and software engineering company based out of Silicon Valley. We engineer business outcomes for Fortune 500 companies and digital natives in the technology, healthcare, insurance, travel, and retail industries using technologies such as cloud, microservices, automation, IoT, and artificial intelligence. We accelerate experience-led transformation in the delivery of digital platforms. Infogain is also a Microsoft (NASDAQ: MSFT) Gold Partner and Azure Expert Managed Services Provider (MSP).

We are looking for "D365 Business Architect - Field Service (Functional)"

Role Overview:

We are looking for an seasoned FieldService Business Architect to lead the functional design and implementation of an end-to-end Field Service solution. The role involves working closely with business stakeholders, technical teams, and cross-functional teams to define and shape the solution's business architecture, focusing on event capture, processing and subsequent business process management and flow automation within MS Dynamics 365 Field Service. From a functional standpoint it involves but not restricted to - real-time event capture systems, event data processing and activate associated workflows across entitlements, case management, supply chain, field operations, and channel partners.

Roles s responsibilities:

• Define the overall business architecture for the Field Service solution, aligning with customers strategic goals.
• Develop a holistic view of the Field Service operations, from entitlement management, care centre, to supply chain logistics and field service execution.
• Collaborate with stakeholders to gather requirements, define KPIs, outline business processes and Identify areas of improvements.
• Lead the design of business processes, workflows, and data models to support real-time event capture and data flow to MS Dynamics 365 FieldService.
• Ensure integration points between entitlements, care centre, supply chain, field teams, and channel operations are well defined and optimized.
• Translate business requirements into system requirements, ensuring both functional and non-functional needs are met.
• Serve as the key liaison between business units, IT, and external partners to ensure smooth communication and alignment of objectives.
• Conduct workshops and presentations to communicate the Field Service solution architecture and project progress to senior management and stakeholders.
• Oversee the alignment of business logic with Dynamics capabilities like automated dispatching, IoT device data capture, and resource scheduling.
• Define a data strategy for capturing, processing, and utilizing real-time event data and other relevant enterprise data, in compliance with corporate governance and industry regulations.
• Drive change management activities, ensuring that the transition to the new system/process is smooth for field agents, service managers, and other stakeholders.
• Ensure proper documentation and training materials are created and delivered to end users.
• Work closely with solution architects, developers, and data teams to ensure the business architecture is implemented correctly.
• Participate in solution reviews, testing, and troubleshooting to ensure the solution aligns with business expectations.
• Provide expert guidance on Field Service business processes, industry best practices, and technology solutions.
• Ensure that the solution supports operational efficiency improvements, from resource scheduling to technician enablement, customer satisfaction, and SLA management.
• Evaluate the use of real-time data capture and event hubs to improve decision- making and service delivery.
• Work closely with stakeholders to create a roadmap for implementation, including phased rollouts.
• Work with the analytics team to develop dashboards and reports within MS Dynamics, providing real-time insights into field service operations.
• Collaborate with data teams to set up custom reports on event-driven metrics such as device performance, event frequency, and service interventions.
• Advocate for data-driven decision-making by setting up automated reports and alerts that notify teams of key metrics or SLA breaches, helping to improve service efficiency and customer satisfaction.

Qualifications

• Minimum 12 years of experience in business architecture or functional consulting roles with the ability to design and visualize complex business processes and to align IT capabilities with business goals, ensuring that system design supports field service outcomes
• Proven experience of minimum 5+ years with cloud-based Field Service solutions (e.g., MS Dynamics, Salesforce Field Service)., including integration with CRM and EventHub systems.
• Hands-on experience in managing Field Service solutions in large enterprises, ideally in sectors like technology, manufacturing, or services.
• Strong knowledge of end-to-end Field Service business processes, including entitlements, case management, supply chain coordination, technician dispatch,and customer satisfaction.
• Experience in working with IoT and real-time event-driven architectures.
• Exceptional stakeholder management and communication skills. Ability to lead cross-functional teams, manage timelines and deliver on-field service-related projects.
• Ability to translate complex business requirements into structured solutions, using tools like Visio, BPMN, or similar.
• Strong analytical, problem-solving, and decision-making capabilities.
• Knowledge of event-driven architecture, IoT integration, and data analytics in the context of Field Service.
• Certification in Microsoft Dynamics 365 Field Service or similar platforms.