Overview

With more than 45,000 employees and partners worldwide, the Customer Experience and Success (CE&S) organization is on a mission to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. We drive cross-company alignment and execution, ensuring that we consistently exceed customers’ expectations in every interaction, whether in-product, digital, or human-centered. CE&S is responsible for all up services across the company, including consulting, customer success, and support across Microsoft’s portfolio of solutions and products. Join CE&S and help us accelerate AI transformation for our customers and the world.

We are seeking a skilled and experienced Dynamics 365 Sr CSA with expertise in Dynamics 365 Customer Engagement and the Power Platform, with specialization in Customer Service. The ideal candidate will play a key role as a trusted advisor to enterprise level customers and their partners as they design, develop, deploy and optimize Dynamics 365 implementations and migrate and modernize in the cloud.

Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.

Responsibilities

Customer Engagement & Advisory

• Establish yourself as a trusted advisor with key stakeholders at assigned customers.
• Build strong relationships to influence customer success and adoption.

Service Delivery & Best Practices

• Develop and execute a service delivery plan leveraging repeatable services.
• Educate customers and assess their implementation to proactively ensure best practice execution and success.

Collaboration & Team Support

• Work collaboratively with team members to contribute to their success in supporting customers.
• Leverage team expertise to enhance customer outcomes.

Training & Enablement

• Deliver technical training to customers and partners.
• Provide feedback to improve existing training materials and contribute to new content development.

Technical Support & Issue Resolution

• Engage in transactional requests to troubleshoot customer issues.
• Provide education and mitigate technical blockers to ensure smooth implementation.

Qualifications

Required Skills:

Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 4+ years' experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.

Preferred Skills:

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 8+ years' experience in cloud/infrastructure technologies, information technology (IT) consulting/support, systems administration, network operations, software development/support, technology solutions, practice development, architecture, and/or consulting OR Master's Degree in Computer Science, Information Technology, Engineering, Business, Liberal Arts, or related field AND 6+ years' experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting OR equivalent experience.
• 4+ years' experience working in a customer-facing role (e.g., internal and/or external).
• 4+ years' experience working on technical projects.
• Technical Certification in Cloud (e.g., Azure, Amazon Web Services, Google, security certifications).
• Fluency in English
• Effective communication skills to identify, engage, and interact with key stakeholders
• Proficiency in delivering technical trainin
• Consulting and customer facing role experience
• Excellent problem-solving and troubleshooting skill
• Ability to work collaboratively in a team environment
• Deep technical acumen combined with a curiosity to continue learning
• Excitement for modern engineering tools and practices

Certifications

• Technical Certification in Cloud (e.g., Azure, AWS, Google Cloud)
• Security certifications (preferred)

Core Skills

• Fluency in English
• Effective communication skills for stakeholder engagement
• Proficiency in delivering technical training
• Consulting and customer-facing experience
• Excellent problem-solving and troubleshooting skills
• Ability to work collaboratively in a team environment
• Deep technical acumen with continuous learning mindset
• Enthusiasm for modern engineering tools and practices

Dynamics 365 Customer Service

• Enterprise-level experience designing, deploying, and managing Dynamics 365 Customer Service solutions
• Expertise in case management, queue management, and SLAs
• Knowledge of omnichannel engagement (chat, email, voice, social)
• Experience with knowledge management and self-service portals
• Familiarity with service scheduling, entitlements, and resource management
• Ability to configure advanced settings and manage environments in Power Platform Admin Center
• Understanding of integration with Microsoft Dataverse and other Dynamics 365 apps

Dynamics 365 Customer Engagement & Power Platform

• Working knowledge of other Dynamics 365 modules:
• Dynamics 365 Sales
• Dynamics 365 Field Service
• Proficiency with foundational technologies:
• Dataverse
• Power Apps
• Power Automate
• Power Platform Admin Center
• Administration experience (advanced settings, environment management)
• Customization and integration experience
• Application Lifecycle Management experience

Dynamics CRM

• Enterprise-level support and administration:
• CRM infrastructure installation and configuration
• Deployment configuration
• Customization (data model, forms, views, JavaScript, C# .NET, plugins, workflows)
• Integration and performance tuning
• Dynamics CRM Cloud Migration
• Knowledge of CRM 2015+ versions and upgrade experience
• Architectural experience for Dynamics CRM on-premises
• Strong understanding of business application performance tuning (SQL, IIS, networking, client-side troubleshooting)
• Environment health assessment and data recovery planning

Advanced Expertise

• Power Platform governance and Center of Excellence experience
• Advanced Microsoft certifications
• Dynamics 365 Project Operations experience
• Dynamics 365 Contact Center experience

Cloud Solution Architecture IC4 - The typical base pay range for this role across the U.S. is USD $106,400 - $203,600 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $137,600 - $222,600 per year.

Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here:
https://careers.microsoft.com/us/en/us-corporate-pay

This position will be open for a minimum of 5 days, with applications accepted on an ongoing basis until the position is filled.

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Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance with religious accommodations and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.