Vincent Dunne

Principal Dynamics 365 & Power Platform Architect with over two decades of enterprise technology leadership, specializing in end-to-end Microsoft Business Applications architecture, modern Customer Experience (CX) transformation, and AI-driven automation. Expert in bridging the gap between Front-Office CX (D365 Contact Center, Omnichannel, Sales, Service) and Back-Office ERP (D365 Finance & Operations, Business Central) using Dataverse, Dual-Write, and Azure Integration Services. Recognized for deep hands-on technical authority—combining complex X++ ERP extensions, PCF control development, and Copilot Studio AI Agents with enterprise governance, ALM, and legacy platform migrations across Government, Banking, and Global Enterprise sectors.

Senior Microsoft Dynamics Architect & Solutions Lead - CLOUD DUTCH - London, UK

(2019-01)

Enterprise D365 Contact Center & ACS Lead - Residential Tenancies Board & Dublin City Council

(2025-01 - 2026-12)

• Architected a multi-channel Contact Center using Dynamics 365 Customer Service and Azure Communication Services (ACS), unifying telephony, live chat, and digital intake into a single agent desktop.
• Designed autonomous voice and chat AI agents in Copilot Studio, automating high-volume citizen inquiries and routing complex cases to live agents via D365 Omnichannel, reducing agent triage overhead by 40%.
• Built responsive Canvas and Model-Driven apps connected to Dataverse for field workers, surfacing real-time financial and property data from Business Central and external GIS mapping services, Power Pages
• Engineered custom business logic, data models, and extensions in D365 Finance & Operations using X++ to enforce strict statutory compliance and automated case management workflows.

Solutions Architect - Health Service Executive (HSE) & Inland Fisheries

(2023-01 - 2025-12)

• Designed secure, asynchronous integration architectures linking Dataverse, D365 Business Central, and Azure SQL using Azure Service Bus and REST APIs.
• Authored custom X++ extensions and reports in D365 F&O to automate cross-departmental financial reconciliations and approval hierarchies.
• Upgraded legacy business tools to Power Apps with custom PCF controls (React/TypeScript) for a modern, accessible user experience compliant with WCAG standards, Power Pages
• Diagnosed deep Dataverse API and SQL bottlenecks, improving transaction processing speeds across core D365 modules by 35%.

Solutions Architect - IBM Merative Health & Citi Bank

(2022-01 - 2023-12)

• Architected enterprise data warehousing solutions connecting Dataverse and Business Central data to Snowflake using Azure Dataflows and Synapse Link.
• Established CoE (Center of Excellence) governance frameworks, environment lifecycle strategies, and automated solution deployment pipelines (DevOps CI/CD) across multi-tenant environments.
• Custom-designed portal front-ends and SPFx/React components integrated with Dynamics 365 backends to deliver unified employee intranets.

Solutions Architect - Department of Social Protection, KPMG, & Eir EVO

(2021-01 - 2022-12)

• Custom-architected Dynamics 365 Sales/Service solutions featuring automated document retention and anonymization workflows to satisfy strict GDPR guidelines.
• Led database optimization and mirroring strategies on backend SQL clusters supporting active Dynamics and ERP environments, reclaiming 40% of storage capacity through data compression.

Solutions Architect - European Commission & Alter Domus

(2019-01 - 2021-12)

• Integrated Dynamics 365 Sales, Marketing, and Business Central with Azure-based middleware to create seamless end-to-end customer lifecycles.
• Architected cross-platform mobile Canvas Apps for field workers, secured via Entra ID (Azure AD) and connected to D365 endpoints.

Lead SharePoint Architect - Royal Dutch Shell & Enterprise Clients

(1997-01 - 2019-12)

Confugure and deploy SharePoint farms, SharePoint versions 2003 - 2019, SE and Online. Design taxonomies, security and governance policies, SPFX, PnP PowerShell, SharePoint API

BA - Marketing - University of Glamorgan, Wales