Dynamics 365 Customer Engagement

Job Title:

Job Description

Dynamics 365 CE Skills

As a Cloud Solution Architect (CSA) specializing in Microsoft Dynamics 365 Customer Engagement (CE), you will play a pivotal role in helping customers transform their businesses through innovative CRM and Power Platform solutions. You’ll guide customers through digital transformation journeys, leveraging deep technical and functional expertise across the Dynamics 365 CE apps to deliver measurable business outcomes.

Responsibilities

Customer Centricity

• Gather customer insights to map solutions and services with business outcomes, leveraging expertise in Dynamics 365 CE (Sales, Customer Service, Field Service, and Power Platform).
• Identify opportunities to improve customer solutions across customer engagement domains and position services to help customers achieve their objectives.
• Accelerate solution delivery and adoption through Value-Based Deliveries and reusable Intellectual Property (IP) across CE workloads.
• Support customer skilling by delivering technical discussions, workshops, and readiness sessions focused on CRM and Power Platform capabilities.
• Contribute to customer satisfaction by delivering a seamless experience across CE workloads.
• Provide actionable feedback from customers to Product Groups to influence roadmap and service improvements.

Business Impact

• Drive cloud consumption and support growth by guiding customers and decision-makers on how to maximize value from Dynamics 365 CE investments through solution optimization, performance tuning, and operational excellence.
• Align with Customer Success Account Managers and account teams to ensure business value realization across CRM implementations.

Resolution of Customer Blockers

• Anticipate and resolve issues blocking go-live or adoption by applying deep technical and functional knowledge of CE, including integrations, data migration, and performance tuning.
• Deliver engagements using best practices, Success by Design principles, and repeatable IP.

Identify Growth Opportunities

• Leverage your knowledge of Business Applications—particularly CE and Power Platform—to identify cross-sell and up-sell opportunities based on customer needs and digital maturity.

Technical Leadership

• Continuously improve your skills across Dynamics 365 CE and Power Platform to support evolving customer needs and Microsoft’s strategic goals.
• Engage in technical communities, contribute to IP development, and mentor peers and junior architects.
• Act as a role model for technical readiness and cross-workload collaboration.

Practice Development

• Innovate and improve existing IP, methodologies, and delivery processes within the CRM domain.
• Promote best practice sharing and IP reuse to accelerate customer success and internal efficiency.

Trusted Advisor

• Build and expand trusted relationships with customer and partner architects, technical specialists, and business stakeholders across customer experience functions.

Qualifications

Required / Minimum Qualifications

• Proven experience in Dynamics 365 Customer Engagement (CE) apps such as Sales, Customer Service, or Field Service.
• Bachelor’s or Master’s Degree in Computer Science, Information Technology, Engineering, Business, or related field AND extensive experience in IT consulting, systems implementation, software development/support, or Microsoft Business Applications.
• Significant experience in customer-facing roles and as a lead technical solution architect across CRM projects.

Additional or Preferred Qualifications

• Functional or technical certification in one or more Dynamics 365 CE apps (Sales, Customer Service, Field Service, Power Platform).
• Experience with Success by Design methodology or business value consulting.
• Experience leading enterprise-scale implementations involving CE workloads.
• No relocation required.

Technical Qualifications / Experience

• Deep technical expertise in Dynamics 365 Customer Engagement (Sales, Customer Service, Field Service), including:
  • Power Platform (Power Apps, Power Automate, Dataverse)
  • Integration with other Microsoft services (e.g., Azure, Teams)
  • Omnichannel capabilities, case management, and customer journey orchestration
  • Data modeling, security roles, and business process flows

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