Technical Architect - Sales, Service and Customer Experience

Milton CAT is seeking a dynamic and experienced Sales and Service Technical Architect. This hands-on, working architect is responsible for the technical strategy, implementation, and ongoing support of enterprise sales and service platforms (primarily Microsoft Dynamics 365 Customer Engagement). This role provides technical leadership and best-practice guidance across Microsoft Dynamics 365 Customer Engagement (Sales, Service, and Power Platform) and supporting applications such as Texada iQuote.

This individual will balance vendor management with direct technical contribution, partnering closely with Machine Sales, Power Systems, Service, Parts, Operations, and Digital Services stakeholders to ensure platforms are scalable, well-architected, and aligned to business roadmaps. The ideal candidate is equally comfortable designing solutions, reviewing configurations, troubleshooting issues, and coaching various team members.

Technical Leadership & Architecture

• Serve as the technical leader for Sales and Service applications, with primary focus on Microsoft Dynamics 365 CE (Sales and Service).

• Define and maintain solution architecture, implementation standards, and best practices.

• Provide hands-on guidance for configuration and customization, data model and security design, integrations with downstream and upstream systems, and application lifecycle management (ALM)

• Review and approve technical designs, ensuring alignment with enterprise standards and long-term maintainability.

• Hands-On Delivery & Support

• Actively contribute to complex configurations and enhancements, issue triage and root-cause analysis, and release planning and production deployments.

• Lead and support implementations and enhancements leveraging kanban and scrum methodologies.

• Oversee platform health, performance, and adoption; identify opportunities for optimization and automation.

• Partner with vendors and system integrators while retaining internal technical ownership.

• Roadmap & Strategy

• Collaborate with business partners to translate business needs into technical roadmaps and future functionality.

• Balance short-term delivery with long-term platform scalability and usability.

• Evaluate new features and capabilities within the Microsoft ecosystem and adjacent tools.

• Vendor Management

• Serve as the primary point of contact for assigned technology vendors supporting sales and service applications, managing day-to-day relationships and escalation paths.

• Manage vendor-led implementations, integrations, and proof-of-concept initiatives, ensuring delivery aligns with scope, timeline, and quality expectations.

• Own vendor performance management, including SLAs, KPIs, uptime, support responsiveness, release quality, and adherence to contractual commitments.

• Identify opportunities to rationalize vendors, reduce redundancy, and improve total cost of ownership across the sales and service application ecosystem.

• Set clear technical expectations and ensure consistent delivery quality.

• Foster a collaborative, accountable, and service-oriented team culture.

• Stakeholder Collaboration

• Act as a trusted technical partner to Sales, Service, and Operations leadership.

• Communicate complex technical concepts clearly to non-technical audiences.

• Align application capabilities to business processes and productivity goals.

• 7+ years of experience in IT, with significant hands-on experience in Microsoft Dynamics 365 CE or similar CRM platforms.

• 4+ years in a technical architecture or team lead role, ideally as a working architect.

• Deep experience with MS Customer Engagement, Power Platform (Power Automate, Power Apps, Dataverse), and integrations (APIs, middleware, data synchronization)

• Demonstrated experience managing IT procurement activities, vendor contracts, and application budgets, including forecasting and cost optimization.

• Strong understanding of CRM data models, security roles, and business process design.

• Proven ability to support production environments and manage platform stability.

• Experience working closely with business stakeholders in Sales and Service domains.

• Background in equipment rental, field service, or asset-centric business environments.

• Microsoft certifications (Microsoft Dynamics 365 CE, Power Platform, Azure).

Preferred / Nice-to-Have Skills

• Experience with Texada iQuote or similar CPQ / quoting tools.

• Familiarity with Azure integration services (Logic Apps, Azure Functions, Service Bus).

• Experience defining ALM strategies and managing release pipelines.