Live systems, real volumes, real regulators.

7,500+

Live in a single weekend.

Microsoft brought me in as lead solutions architect to lead the delivery of its $5M+ Dynamics 365 programme, a mission-critical 24/7 system for 3M+ members. The client calls it the largest Dynamics CRM migration ever carried out in its country.

• Blueprints agreed with the CTO and business owners; Dynamics 365, technical and partner architects directed to one set of best practices.
• Customer Service, Avaya telephony, 100+ integrations including SAP, AS400 and Kafka, and 660+ components rebuilt as native.
• A FastTrack load and a .NET delta migration at over 2 million transactions an hour, validated record by record.
• A one-weekend Big Bang go-live in July 2026, backed by 7,000+ test scenarios, with no disruption.

Bronze

An AI agent that won Best Use of AI.

I designed and built SSEN’s feedback agent on Azure OpenAI, Dynamics 365 and Power Platform. It won Bronze for Best Use of AI at the UK Customer Experience Awards 2024, and SSEN reports an 89% efficiency gain.

• RAG for configurable control of complex category trees, data extraction and location mapping.
• Load-tested for peaks of 100,000 items a month, at about 16p in tokens per item.
• A DPIA, public consent for AI processing, threat models and 90% accuracy against human review.
• Also designed, led and launched SSE’s Dynamics 365 application management service.

FCA

Regulation, retention and a target architecture.

Two contracts with the society. Currently its Microsoft AI Business Solutions Architect.

• The CRM’s alignment with the FCA’s 2027 customer service requirements, signed off in UAT for a November 2026 go-live, with AI-run Playwright testing on sample data.
• The target architecture for the move to Dynamics 365, Contact Center, Copilot Studio and Microsoft Fabric.
• GDPR data retention for the CRM, with automated deletion and audit trails.

4 regions

Designed for the US, Europe, Asia and China.

Dynamics 365 Contact Center solutions meeting each region’s regulatory and data residency rules, with Microsoft Teams Phone and a multi-tenant design for China.

On time

Dynamics 365 and SAP, brought in on time.

Redesigned the Dynamics 365 implementation and the SAP integrations, and coordinated and mentored a 15-person team using GPT-accelerated delivery. Also designed LLM-based chatbots with telephony in Power Virtual Agents, now Copilot Studio, piloted at Discount Bank.

15

A multi-million-pound onboarding portal.

Architected and launched on Power Apps portals, now Power Pages, with 15 integration points into financial and operational systems.

Live

A permit system, live and integrated with GovPay.

Took the Environment Agency’s Dynamics 365 permit system live, integrated with the customer portal and GovPay, with automated UI testing.