Key Responsibilities
Solution Architecture & Design
- Lead end-to-end architecture for Microsoft Dynamics 365 implementations across Billing, CRM, Asset Management, Field Service, Work Order Management, and Customer Service modules.
- Translate business requirements into scalable, secure, and compliant solution designs aligned with industry best practices.
- Define integration patterns between D365 and third-party systems such as GIS, payment gateways, billing systems, SCADA, IoT platforms, and legacy utility systems.
- Govern data modelling, configuration standards, and custom development guidelines across the project.
- Ensure architectural alignment with enterprise frameworks, cybersecurity controls, and performance requirements.
Implementation Governance
- Provide technical leadership throughout the project lifecycle, including requirements analysis, solution blueprinting, configuration, testing, deployment, and hypercare.
- Oversee multiple vendors, contractors, and SI partners to ensure quality deliveries and adherence to architectural standards.
- Review solution build artefacts, design documentation, functional specifications, and test scenarios for completeness and accuracy.
- Conduct architecture assessments and recommend improvement paths for existing D365 implementations.
Domain Expertise Water Utility Industry
- Apply deep understanding of water utility operations, including meter-to-cash processes, NRW management, work order lifecycle, customer service, field operations, and asset lifecycle management.
- Align D365 capabilities with business processes such as billing cycles, tariff structures, service requests, complaints, meter management, disconnection/reconnection workflows, and field crew scheduling.
- Advise on regulatory requirements, compliance standards, and local guidelines in the Malaysian water industry (SPAN, PAAB, MS ISO standards).
Stakeholder & Vendor Management
- Serve as the architectural authority for internal stakeholders, project teams, and external vendors.
- Manage vendor performance, contracts, deliverables, and adherence to SLAs.
- Facilitate cross-functional workshops, solution walkthroughs, and design reviews.
- Provide senior-level guidance to business users, project managers, and technical teams.
Quality Assurance & Risk Management
- Identify solution risks and define mitigation strategies across technology, integrations, security, and data migration.
- Ensure all solution components meet quality gates, regulatory requirements, and operational readiness.
- Oversee performance tuning, load testing strategies, and platform optimisation.
Required Qualifications & Experience
- Bachelor's or Master's degree in Computer Science, Engineering, Information Systems, or related discipline.
- 10+ years of experience in enterprise solution design, with at least 6+ years in Microsoft Dynamics 365 CE/F&O implementations.
- Strong hands-on experience in D365 modules relevant to utilities: Customer Service, Field Service, Asset Management, Billing/Revenue Management, Case Management, and Workflow Automation.
- Proven experience designing integrations using Azure Integration Services, Power Platform, Dataverse, API gateways, and ESB frameworks.
- Demonstrated experience leading multi-vendor implementation programmes.
- Knowledge of Malaysian water sector processes, regulatory landscape, and industry operations preferred.
- Strong understanding of security frameworks, cloud governance, and data protection regulations.
- Excellent communication, documentation, and stakeholder engagement skills.
Preferred Skills
- Experience in water utility digital transformation programmes (metering systems, NRW initiatives, GIS integrations, customer portals).
- Certifications:
- Microsoft Certified: Dynamics 365 Solutions Architect Expert
- Microsoft Certified: Power Platform Architect
- Azure Solutions Architect (advantage)
- Exposure to Agile/Hybrid delivery models.
- Strong analytical and problem-solving abilities.
