Job
Description
As a Microsoft Customer Engagement (CE) Support Consultant, You will provide technical and functional support for Dynamics 365 CE solutions, encompassing modules like Sales, Customer Service, Marketing, and Field Service. Your role involves diagnosing and resolving issues, maintaining system performance, and Ensuring clients achieve maximum value from their CE investments. You will also collaborate with cross-functional teams to optimize system capabilities and Deliver a seamless customer experience Years of experience needed Technical Skills: 1. Microsoft Dynamics 365 CE Expertise: Proficiency in Dynamics 365 CE modules such as Sales, Customer Service, Marketing, and Field Service. Understanding of data structures, relationships, and Microsoft Dataverse (formerly Common Data Service). 2. Power Platform Skills: Familiarity with Power Automate (for workflows), Power BI (for reporting), and Power Apps (for simple app customizations). Basic scripting knowledge for customization (e.g., JavaScript for form customizations, C# for plugins). 3. Integration and APIs: Experience with data integration tools like KingswaySoft, Scribe, or Azure Logic Apps. Familiarity with REST APIs and OAuth authentication for CE integrations. 4. System Administration: Knowledge of system security, role-based access, and auditing features. Proficiency in managing updates, patches, and troubleshooting performance issues. 5. Troubleshooting Tools and Techniques: Proficient with tools like Fiddler, XrmToolBox, or Dynamics 365 Trace Viewer. Ability to analyze logs, trace performance, and debug errors. Functional Skills: Strong understanding of business processes related to sales, customer service, and marketing. Ability to gather and document requirements to align solutions with business needs Key Responsibilities: 1. Technical Support and Issue Resolution: Provide first-line to advanced support for Dynamics 365 CE issues, including performance degradation, data inconsistencies, and integration failures. Troubleshoot errors, implement fixes, and document resolutions for future reference. Work with Microsoft Support to escalate unresolved issues and ensure timely resolution. 2. System Administration and Maintenance: Monitor and manage system environments to ensure stability, security, and compliance. Apply updates, patches, and service packs while minimizing system downtime. Conduct regular system health checks and performance monitoring. 3. Configuration and Customization: Assist in configuring Dynamics 365 CE to meet client-specific needs, such as custom fields, forms, and workflows. Support simple to medium customizations using Power Platform tools like Power Automate, Power Apps, and Power BI. Troubleshoot custom integrations and plugins using Microsoft Dataverse and APIs. 4. Client Relationship Management: Engage with clients to understand their business processes, identify pain points, and offer tailored solutions. Deliver clear and concise communication to clients regarding issue status, resolution steps, and best practices. Provide recommendations to improve adoption, productivity, and user satisfaction. 5. Training and Documentation: Train end-users and administrators on CE features, processes, and system changes. Create and maintain detailed support documentation, FAQs, and user guides.
