Dynamics 365 Customer Engagement Specialist

As a Senior Technical Consultant, you will specialise in delivering technical solutions tailored to Dynamics 365 Customer Engagement (CE) that align with customer business goals.

Your key responsibilities will involve translating client requirements into Dynamics 365 CE configurations and customisations, leading project planning with attention to risk mitigation specific to CE deployments, supporting pre-sales efforts with in-depth knowledge of Dynamics 365 CE, and developing strong relationships to drive user adoption and satisfaction.

The position also includes leveraging and developing intellectual property within the Dynamics 365 CE ecosystem and keeping current with advancements in AI-powered features, such as Copilot and agentic solutions, directly relevant to CE.

• Pre-Sales Support: Provide technical insights and solution proposals for Dynamics 365 CE opportunities, assist with project planning, identify risks, and recommend mitigations.
• Implementation: Deliver Dynamics 365 CE and related agentic AI solutions that meet client objectives, manage tasks and timelines, and ensure quality standards are met. Translate requirements into system capabilities within the Dynamics 365 and AI ecosystem.
• Relationship Management: Build and maintain strong client and partner relationships to enhance satisfaction and support successful adoption of Microsoft solutions.
• Intellectual Property: Leverage and contribute to reusable IP relevant to Dynamics 365 CE and AI Business Solutions.
• Continuous Learning: Stay updated on emerging technologies and best practices in Dynamics 365 CE and AI.
• Expertise: Demonstrate advanced knowledge and implementation experience with Dynamics 365 CE, Copilot, Agentic solutions, and Business Applications.

• Bachelor's Degree: Bachelor's degree or higher in Computer Science, Information Systems, Engineering, Business, or a related discipline.
• Experience: Extensive hands-on experience (typically 8+ years) in the end-to-end implementation of Microsoft Dynamics 365 Customer Engagement (CE) solutions, including configuration, customization, integration, and deployment.
• Expertise: Demonstrated expertise in architecting and delivering complex business solutions using Dynamics 365 CE and related Microsoft Cloud technologies.
• Leadership: Proven track record of leading project teams and managing large-scale enterprise deployments with a focus on customer success and adoption.
• Business Acumen: Strong understanding of business process transformation and best practices as applied within CRM environments.
• AI Integration: Experience integrating AI-powered features such as Copilot or agentic solutions within Dynamics 365 CE.
• Communication: Excellent communication skills, with the ability to engage confidently with senior business and technical stakeholders.
• Risk Management: Ability to identify risks and propose effective mitigation strategies during project planning and delivery.
• Certification: Certification in Dynamics 365 CE (such as Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate) or equivalent practical experience.

• Additional Experience: Experience with additional Microsoft Business Applications (e.g., Power Platform, Azure, Dynamics 365 F&O).
• Industry Knowledge: Exposure to industry-specific solutions (e.g., financial services, healthcare, public sector) implemented on Dynamics 365 CE.
• Pre-Sales Expertise: Experience in pre-sales and consultative selling of Dynamics 365 CE solutions.