Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries.

People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

Role Overview:

We are seeking an experienced Dynamics 365 Solution Architect to lead the design and delivery of Microsoft Dynamics solutions, with a primary focus on Dynamics 365 Contact Center and strong alignment to Dynamics 365 Customer Service, Dynamics 365 Sales, and the Microsoft Power Platform. This role is pivotal in shaping a modern, cloud-native, AI-enabled customer engagement platform, supporting the migration from legacy contact centre and CRM capabilities to scalable Microsoft solutions that improve customer experience, agent productivity, operational insight, and future extensibility.

Key Responsibilities:

• Solution Architecture: Own the end-to-end solution architecture for Dynamics 365 Contact Center, Customer Service, Sales, and Power Platform, ensuring the design is scalable, secure, supportable, and aligned to business outcomes.
• Contact Center Transformation: Lead the architecture for migration from legacy telephony and contact centre platforms, including voice, IVR, omnichannel routing, agent workspace, queue design, and operational reporting.
• Dynamics 365 Customer Engagement Design: Define and govern solution patterns across Customer Service, Sales, Contact Center, Dataverse, security roles, case management, sales processes, customer data, and user experience.
• Power Platform & Extensibility: Design appropriate use of Power Apps, Power Automate, Power BI, Copilot Studio, Dataverse, custom connectors, APIs, and Azure services where standard Dynamics capabilities need to be extended.
• Integration & Data Architecture: Define integration approaches between Dynamics 365, telephony services, customer platforms, data sources, reporting services, and wider enterprise systems, ensuring resilient and maintainable designs.
• Governance & Best Practice: Establish solution design standards, review low-level designs, support fit-gap analysis, manage technical risks, and ensure adherence to Microsoft implementation guidance and platform best practices.
• Delivery Leadership: Work closely with business stakeholders, product owners, delivery teams, developers, functional consultants, Microsoft partners, and support teams to guide successful implementation, adoption, and continuous improvement.

Required Skills & Experience:

• Proven experience as a Dynamics 365 Solution Architect or senior Dynamics 365 Customer Engagement architect across Contact Center, Customer Service, and Sales.
• Strong knowledge of Dynamics 365 Contact Center, including voice channel design, IVR, intelligent routing, queues, agent workspace, digital channels, analytics, and Copilot-enabled service experiences.
• Deep understanding of Dynamics 365 Customer Service, including case management, knowledge management, SLAs, service processes, customer history, and service operations.
• Experience with Dynamics 365 Sales, including lead, opportunity, account, contact, activity, pipeline, and customer relationship management processes.
• Strong capability across the Microsoft Power Platform, including Power Apps, Power Automate, Power BI, Dataverse, Copilot Studio, solution management, environment strategy, and ALM.
• Experience designing integrations using APIs, Azure services, connectors, event-driven patterns, or middleware across CRM, telephony, data, and enterprise platforms.
• Ability to lead fit-gap analysis, define target architecture, produce high-level and low-level design artefacts, and guide implementation teams through delivery.
• Strong understanding of security, compliance, data protection, licensing considerations, environment governance, release management, and operational support models for Dynamics 365 and Power Platform.
• Excellent stakeholder engagement, communication, documentation, and technical leadership skills, with the ability to translate business requirements into pragmatic Microsoft platform solutions.

Rewards:

We believe that great work and dedication should be rewarded, that’s why we offer:

• 25 days holiday (plus bank holidays), pro-rated for part year service
• A set of core benefits, designed with your health and financial protection in mind:
  • Life Assurance up to 4x salary, protecting your loved ones in case the worst should happen
  • Income protection, guaranteeing an income for up to 5 years in the event of an illness or injury
  • Contributory pension scheme – 4% employer contribution and 5% employee contribution, rising to 5% & 5% in April 2025
  • Access to a Healthcare Cashplan, which gives you access to a variety of health related benefits
• Access to a host of lifestyle and financial benefits that you can choose from:
  • Discounts on gym membership across the UK
  • Salary sacrifice schemes – Travel Insurance, Cycle to Work, Car leasing, Technology purchase
  • Access to discounted personal health policies – Critical illness, private medical, dental plans
  • A range of insurance products available commission free, including home, motor, travel and specialist vehicles
  • Access to hundreds of high-street retailer discounts
  • Employee Assistance Programme (EAP) to support employees outside of work

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have all come from someone brave enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to make a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs.  Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.