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Concentrix · 2 months ago

D365 Customer Engagement/ Architect

United States

Full-time

Remote

Mid, Senior Level

$106K/yr - $140K/yr

Concentrix is a global technology and services leader that powers the world’s best brands. They are seeking a D365 Customer Engagement/ Architect to guide customers through digital transformation journeys, leveraging expertise in Dynamics 365 CE apps to deliver measurable business outcomes.

Customer ServiceInformation TechnologyOutsourcingSalesUX Design

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 Microsoft Product Groups to influence roadmap and service improvements

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

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 Microsoft best practices, Success by Design principles, and repeatable IP

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

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

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

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

Qualification

Dynamics 365 CEPower PlatformDataverseTechnical Solution ArchitectureCustomer EngagementIT ConsultingBusiness Value ConsultingSuccess by DesignData ModelingIntegration with Microsoft Services

Required

Proven experience in Dynamics 365 Customer Engagement (CE) apps such as Sales, Customer Service, or Field Service

Proven experience in Dynamics 365

Proven experience in Dataverse

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