Madina A Karimi

I am a Senior Dynamics 365 Solution Architect with over 12 years of experience designing, delivering, and leading enterprise CRM, ERP, and Contact Center transformation programs. I specialize in Dynamics 365 Customer Service, Omnichannel, D365 Contact Center, Finance & Operations, Business Central, and Power Platform, including AI-driven Copilot solutions.

Throughout my career, I have successfully led enterprise-wide implementations, migrations from AX/NAV to Dynamics 365 Cloud, and multi-channel contact center deployments integrating voice, chat, email, SMS, social channels, IVR, and AI automation. I have deep expertise in cloud and integration technologies, including Azure Logic Apps, Functions, API Management, Service Bus, Dataverse, dual-write, and Power Automate workflows.

I am passionate about bridging business and technology, enabling organizations to streamline operations, enhance customer experience, and achieve measurable improvements in SLA performance, agent productivity, and operational efficiency. My experience spans cross-functional leadership, mentoring teams, guiding technical delivery, and aligning stakeholders on solution architecture and roadmap strategy.

Beyond technology, I am enthusiastic about leveraging AI, analytics, and automation to solve complex business problems and create intelligent, scalable solutions. I enjoy mentoring professionals, driving process improvements, and staying at the forefront of emerging Dynamics 365 and Power Platform innovations.