Dynamics 365 Customer Engagement Concentrix Corporation

Responsibilities

• 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.

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