D365 CE (MSS) Consultant

Job Description – D365 CE (MSS) Consultant

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.