D365 Solution Architect & Project Lead
Resume:
Kavita Saini
******.*********@*****.***
Cell: +91-858*******,
Executive Summary
Senior Microsoft Dynamics 365 and Azure Techno-Functional Leader with 18+ years of experience delivering large-scale digital transformation programs across CRM, Power Platform, and Azure ecosystems. Proven track record in architecting enterprise CRM solutions, leading cross-functional teams, and driving modernization initiatives for global clients such as Microsoft, Ford, Coforge, and Tech Mahindra.
Profile Summary
• 18+ years of IT experience specializing in enterprise-grade CRM and Azure cloud solutions, with 9+ years as a Techno-Functional expert in CRM and 5+ years leading technical teams, architects, and developers.
• Expert in Dynamics 365 CE (Sales, Field Service, Marketing, Customer Service) and Power Platform (Power Apps, Power Automate, Power BI, Virtual Agents, Copilot) with deep experience integrating CRM with Business Central, NAV, and legacy systems using EONE Smart Connect, Kingsway SSIS, and Dataverse.
• Strong hands-on capability in solution architecture, customization, plugin development, JavaScript, Liquid, C#, HTML/CSS, and portal development — delivering scalable, secure, and user-friendly solutions.
• Led delivery of AI-driven implementations, including ChatGPT/Copilot integration, Azure Bot, sentiment analysis, and intelligent classification models, improving automation and user experience.
• Broad Azure expertise across Synapse, Data Factory, Data Lake, Functions, Logic Apps, Purview, Blob Storage, Key Vault, and AAD, enabling end-to-end data governance and cloud-native architectures.
• Delivered measurable outcomes, including a 71% reduction in ticket response time, 87% decrease in server downtime, improved support efficiency, automated workflows, and accelerated release cycles.
• Experienced corporate trainer for D365 CE, F&O, and Power Platform, enabling teams and driving organizational capability uplift.
• Known for strong stakeholder engagement, analytical decision-making, and governance, ensuring process compliance, delivery excellence, and measurable business impact. TECHNICAL EXPERTISE:
D365 CE and Power Platform : CRM 4/2011/2013/2016, D365 CE, D365 Field Service, Power Apps, Power Automate/Platform, Virtual Agent, AI Builder, Power BI, Copilot, Omnichannel
Operating System : Windows 7 till the Latest, Linux Programming Language : C#, ASP.NET, Silverlight, JavaScript, XML, HTML, LINQ Database and Concept : SQL, Oracle, Sybase, Access, Data Warehouse, OOPS Integration Tools : Scribe, EONE Smart Connect, SSIS, SSRS, Service Bus, TFS, DevOps, ADX, CRM WEB portals/Power portals
EDUCATION
• MBA (Information Technology) from Amity University PROFESSIONAL EXPERIENCE:
• Currently working as Tech Lead in Coforge from 3 June'25 onwards
• Tech Lead at Tech Mahindra from January 2022 to 30 May 2025.
• Technical Manager in Inecta India Pvt. Ltd from Sep 2019 to Dec 2021.
• Technical Manager in Naitec Infosolutions Pvt. Ltd from May 2017 to September 2019.
• Lead Technical Consultant at Bafflesol Technologies Pvt Ltd from Feb 2017 to May 2017.
• Technical Specialist in Damco Solutions Pvt. Ltd from July 2008 to February 2017.
• S/W Engineer in FE Global Technology Services Pvt. Ltd from Nov-2007 to May-2008 Project Name: Manitoba Public Insurance
Environment: Dynamics Power Apps and Automate
Role: Sr. Developer
Organization: Coforge
Project Type: Development
Project Summary:
MPI is a Crown corporation in Manitoba, Canada, responsible for providing public auto insurance, driver licensing, and vehicle registration services. With aging legacy systems posing risks to service delivery and security.
Responsibility:
• Spearheaded user story creation and task allocation, ensuring alignment with business goals and technical feasibility
• Directed solution deployment across higher environments, maintaining release integrity and rollback strategies
• Led team management, including strategic discussions with senior leadership and steering committees
• Actively supported development efforts—guiding teams and indulge in development activities
• Acted as a technical escalation point, resolving roadblocks swiftly and facilitating uninterrupted delivery
• Proposed and validated implementation strategies for new functionality, balancing scalability, maintainability, and stakeholder expectations Project Name: Customer Care System (Ford)
Environment: Dynamics Power Apps and Automate, Copilot, Azure Bot Role: Solution Architect & TPM
Organization: Ford
Project Type: Development
Project Summary:
CCS is a Ford Project where an Azure bot is created to handle all car owners' requests and provide them support utilizing CRM cases and its management. Responsibility:
• Spearheaded user story creation and task allocation, ensuring alignment with business goals and technical feasibility
• Directed solution deployment across higher environments, maintaining release integrity and rollback strategies
• Led team management, including strategic discussions with senior leadership and steering committees
• Actively supported development efforts—guiding teams in Azure bot development, flow automation, and Power Platform customization
• Acted as a technical escalation point, resolving roadblocks swiftly and facilitating uninterrupted delivery
• Proposed and validated implementation strategies for new functionality, balancing scalability, maintainability, and stakeholder expectations Project Name: Microsoft CRM Supportability
Environment: Dynamics Power Apps and Automate, Copilot Role: Technical Lead Manager
Organization: Microsoft
Project Type: Development
Project Summary:
Microsoft CRM Supportability is a Microsoft project that deals in different platforms of CRM for cases and its management.
Responsibility:
• Leveraged Alchemy tools and machine learning classification models to categorize documentation, applying N-gram and topic modeling for intelligent content suggestions and improved support knowledge discovery
• Conducted in-depth case analysis, implementing insights that significantly enhanced support engineer efficiency and reduced response time
• Integrated ChatGPT and Microsoft Copilot to automate case resolution, accelerating troubleshooting and enriching the quality of technical responses
• Systematically generated DevOps-friendly documentation for resolved cases, promoting knowledge reuse and cross-functional visibility
• Designed and deployed automated workflows for Incident and Change Management Systems (IcMs), streamlining case routing and resolution efforts Project Name: Commerce Finance Pipeline - CFP
Environment: Azure Cloud, Synapse, Data Lake, Azure Data Factory, Azure Function, Logic Apps, Azure Data Explorer, D365, Power Platform, PowerBI. Role: Technical Lead Manager
Organization: Microsoft
Project Type: Development
Project Summary:
Commerce Finance Pipeline is an internal project of Microsoft that send orders to the cosmos from the upstream and using scope script transformation are done and send to MS Sales Upstream.
Responsibility:
• Worked on E2E Solution for Digital Transformation projects starting from the Client interaction for Data Discovery, Design, and Develop with using Azure Cloud PaaS, D365, PP.
• Worked on Data Migration, and Integration using PaaS services Azure Synapse Analytics Data Lake, Data Factory, Azure Function to trigger HTTPS triggers for data transformation.
• Developed Dimensional model to store various facts and dimensions to build optimized semantic layer for analytical and predictive reporting along with snapshot reports.
• Created Azure Purview to define Data Catalog and Dictionary for all assets with classifying rules for data governance and accuracy.
• Developed Azure Function to generate auto digitized documents with specified template.
• Worked on Auto Synapse Sync with CDS to leverage instant data move for instant report.
• Involved in creating technical and functional specifications in shape of Wiki.
• Worked with deployment team to set up the environment and support Operation team.
• Assign the work to team members and Coordinate with them to complete the work & review the work done.
• Focused on code review along with maintaining process, quality matrix, and governance.
Project Name: Digital Transformation Project (DTP) - FTIP Environment: D365, Power Platform, PowerBI, Web Portals Role: Technical Lead Manager
Organization: Microsoft
Project Type: Development
Duration: March 2022 to March 2023
Project Summary:
Digital Transformation – FTIP is a consolidated integrated product using D365 + Power Platform to generate digitized user interfaces for various Microsoft products that can be utilized by various stakeholders. This product is also responsible for generating digitized documentation and auto scaled applications. The main motive for the user is to keep track of assigned projects with different features and security roles. Responsibility:
• Worked on E2E Solution for Digital Transformation projects starting from the Client interaction for Data Discovery, Design, and Develop with using D365 Portal and Portals.
• Worked on Model Driven and Portal application to integrate Cloud and D365 environment to leverage digital transformation for 166 applications.
• Developed an integrated design model with themes using the liquid programming language along with HTML5, CSS3, and JavaScript to build robust API.
• Creating different workflow/plugins and Cloud Flow to email notification.
• Involved in creating technical and functional specifications in shape of Wiki.
• Worked with deployment team to set up the environment and support Operation team.
• Assign the work to team members and Coordinate with them to complete the work & review the work done.
• Focused on code review along with maintaining process, quality matrix, and governance.
Project Name: Gatekeepers (Dynamics 365 Field Service) Environment: PowerBI, D365, Integration with NAV using Kingsway SSIS tool, Role: Technical Manager
Organization: Inecta India Pvt. Ltd.
Project Type: Development
Duration: August 2018 to December 2021
Project Summary:
It is a CRM for products used for gatekeeping. Gatekeeper combines smart innovation with the most durable hardware technologies to push the loss prevention industry into new places. Gatekeeper’s highly trained field service technicians bring years of proven experience, professionalism, and commitment to quality to every installation and service visit. Gatekeeper's expert in-house technicians, combined with some of the finest third-party retail service providers, form a nationwide network that guarantees the level of service and support essential to ensuring the satisfaction of our valued customers. Responsibility:
• Worked on E2E Solution for Digital Transformation projects starting from the Client interaction for Data Discovery, Design, and Develop D365, PP.
• Sync of account, sales orders from CRM to NAV and NAV to CRM using Kingsway SSIS
• Design & Develop Plugin / Workflows/ Process /JS /Flows
• Developed an integrated design model with themes using the liquid programming language along with HTML5, CSS3, and JavaScript.
• Requirement analysis and notable contribution on designing the solution.
• Creating different workflow/plugins as per business needs.
• Technical design document preparation, development, and implementation
• Setting up the environment and working closely with the support team
• Analyzing the product backlogs and creating tasks.
• Assign the work to team members and Coordinate with them to complete the work & review the work done.
• Focused on code review along with maintaining process, quality matrix, and governance.
Project Name: ICOY (Dynamics 365 Field Service)
Environment: SQL Database, PowerBI, D365, Integration with BC using default Microsoft connector
Role: Technical Manager
Organization: Inecta India Pvt. Ltd
Project Type: Development
Duration: November 2020 to December 2021
Project Summary: It is a CRM for products Integrated with Azure Cloud system that include CRM-BC integration with default Microsoft setup.
Responsibility:
• Worked on E2E solutions for digital transformation, beginning with client interaction for data discovery, design, and development using D365, and PP.
• Technical design document preparation, development, and implementation
• Setting up the environment and working closely with the support team
• Analyzing the product backlogs and creating tasks.
• Sync of account, sales orders from CRM to NAV and NAV to CRM using MS default connector
• Assign the work to team members and Coordinate with them to complete the work & review the work done.
• Focused on code review along with maintaining process, quality matrix, and governance.
Project Name: Help Desk (Dynamics 365 Field Service) Environment: MSCRM 2015, ASP.NET, Framework 4.5, JQuery, PowerBI Role: Senior Lead Technical Consultant
Organization: Inecta India Pvt. Ltd
Project Type: Development
Duration: June 2020 to August 2021
Project Summary: The helpdesk is developed by Damco Solution to provide an online platform to its existing customers to raise service tickets and get resolutions. In this solution, customers can log into the web portal, and based on the service contract they can raise tickets. It also provides facilities to look upon the service hours consumed by the Damco support team and the status /communication with CRM users. Damco support team checks the tickets in CRM on daily basis and starts working on the tickets. Responsibility:
• Interaction with the Client on the requirements, data discovery, and designing solutions.
• CRM implementation along with data migration into downstream for generating reports.
• Worked on moving data from On-Premised to Cloud Blob Store using SSIS and processing the blobs, transformed into a dimensional model, and stored in Azure SQL Database.
• Generated PowerBI Analytical reports for valuable stakeholders to track Help Desk items.
• Technical design document preparation, development, and implementation.
• Involved in developing business workflows, plugins, and business flows to meet E2E customer experience needs.
• Improved monitoring process and regular maintenance checks, reducing server downtime by 87%
• Created and maintained a comprehensive inventory of 2.5 hardware, software, and supplies, including documentation for 74 servers
• Liased with 13 departments to improve automation time and communication, decreasing the average ticket response time by 71% OTHER PROJECTS
Projects Name Duration Company
1. Slade Gorton July 2020 to Dec 2021 Inecta India Pvt. Ltd 2. See-Vee Oct 2019 to June 2020 Inecta India Pvt. Ltd 3. Beaver Paper Jan 2019 to August 2019 Naitec Infosolutions Pvt. Ltd 4. GAPR (Dynamics 365
Field Service)
May 2018 to Dec 2018 Naitec Infosolutions Pvt. Ltd
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