Job Description

Job Description – D365 CE (MSS) Consultant

Role Overview

We are seeking a Microsoft Dynamics 365 Customer Engagement Senior Associate Consultant to support and enhance business-critical Marketing, Sales and Customer Service solutions within an Application Managed Services environment. The role will independently manage functional incidents, service requests and minor enhancements, contribute to problem management and release activities, and coordinate with business users and distributed technical teams. The ideal candidate combines solid Dynamics 365 CE and Microsoft Power Platform expertise with a service-oriented mindset, sound judgement and the ability to take end-to-end ownership of assigned work while escalating architectural or high-risk decisions appropriately.

Key Responsibilities

• Provide Level 1 & 2 functional support for Dynamics 365 CE applications across Marketing, Sales and Customer Service, and coordinate escalation of complex defects to specialist teams.
• Own assigned incidents and service requests from triage through resolution, ensuring accurate diagnosis, timely stakeholder communication and compliance with agreed service levels.
• Investigate recurring issues, contribute to root-cause analysis and problem records, and recommend preventive or permanent corrective actions.
• Configure and enhance model-driven apps, Dataverse tables, forms, views, dashboards, business rules, queues, routing, security roles and Power Automate flows.
• Engage business stakeholders to clarify requirements, analyze process impacts and prepare user stories, functional specifications and acceptance criteria for small-to-medium enhancements.
• Assess solution options, dependencies and risks, and collaborate with developers, integration teams and senior consultants to deliver supportable changes.
• Lead functional testing for assigned changes, including test planning, system and regression testing, defect triage, evidence capture and user acceptance testing support.
• Coordinate assigned change, release and deployment activities, including impact assessment, implementation planning, post-release validation and early-life support.
• Maintain high-quality runbooks, functional designs, configuration records, support documentation and reusable knowledge articles.
• Track Microsoft release-wave changes, assess potential business impact and support regression-test planning.
• Contribute to service reviews and knowledge-transfer sessions, support junior team members on routine issues and communicate delivery status, risks and dependencies clearly.

Required Experience and Skills

• 4–6 years of relevant experience with Microsoft Dynamics CRM or Dynamics 365 Customer Engagement, including hands-on production support or managed services experience.
• Strong functional knowledge of Dynamics 365 CE, with hands-on expertise in at least two of the following: Sales, Customer Service or Customer Insights – Journeys.
• Good understanding of customer engagement processes, including lead and opportunity management, case management, queues, routing, knowledge management and service-level agreements.
• Hands-on experience configuring Dataverse, model-driven apps, forms, views, dashboards, business rules, security roles, solutions and Power Automate.
• Demonstrated ability to independently troubleshoot functional issues, analyze logs and symptoms, identify dependencies and coordinate resolution across teams.
• Practical experience with incident, service request, problem, change, release and knowledge management practices in a service delivery environment.
• Experience gathering requirements and preparing functional specifications, configuration workbooks, test scripts, user guides and knowledge articles.
• Working knowledge of integrations, APIs, data migration concepts and reporting within the Dynamics 365 ecosystem.
• Proficiency with Azure DevOps or a comparable tool for backlog, incident, defect, release and documentation tracking.
• Strong analytical, stakeholder communication, prioritization and documentation skills, with the ability to manage multiple assignments in global teams.
• Bachelor’s degree in Information Technology, Computer Science, Business or a related discipline, or equivalent professional experience.

Good-to-Have Skills

• Experience with Power Apps, Power BI, Customer Voice, Copilot capabilities and broader Microsoft 365 or Azure services.
• Exposure to integration troubleshooting, web services, APIs, data migration and reporting in the Dynamics 365 ecosystem.
• Experience performing Microsoft release-wave impact assessments and coordinating regression testing.
• Working knowledge of ITIL practices and Agile or DevOps delivery models.
• Experience coaching junior colleagues or contributing to continuous service improvement initiatives.

Preferred Certifications

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate or another current Dynamics 365 or Power Platform role-based credential.
• ITIL Foundation certification is an advantage.

Key Competencies

Service ownership, accountability, structured problem-solving, sound judgement, customer focus, clear stakeholder communication, collaboration, adaptability, attention to detail, continuous improvement and the ability to guide junior colleagues.