ActiveSoft, Inc · 6 hours ago
Microsoft Dynamics 365 CRM Administrator (Customer Care / Call Centre & Power Platform) - Remote Position - Long Term Contract
United States
Contract
Remote
Mid LevelActiveSoft, Inc is seeking an experienced Microsoft Dynamics 365 CRM Administrator with a strong background in customer care and contact center operations. The role focuses on administering Dynamics 365 and optimizing customer service workflows while supporting Finance and HR functions.
RecruitingStaffing AgencyTechnical Support
Hiring Manager
Devender Gandham
Responsibilities
Administer and support Microsoft Dynamics 365 CRM (Customer Service module) and Power Platform environments
Manage users, roles, security, access controls, and environment configurations
Configure and maintain case management, including queues, routing rules, SLAs, entitlement management, and escalation processes
Customize entities, forms, views, dashboards, and business rules to support customer service operations
Partner closely with customer care and call centre teams to optimize CRM workflows and service efficiency
Support and enhance contact centre integrations, including IVR, telephony, and CTI solutions (experience preferred)
Ensure CRM supports inbound/outbound call handling, customer interaction tracking, and service performance metrics
Improve agent experience and customer satisfaction through system enhancements and automation
Develop and maintain Power Automate flows to streamline service processes and integrations
Build and support Power Apps (model-driven and canvas) for customer service and operational use cases
Work with Dataverse (formerly Common Data Service / Metaverse) to manage data models, relationships, and integrations
Implement low-code/no-code solutions aligned with business needs and governance standards
Create and maintain CRM reports, dashboards, and KPIs to support customer service leadership
Monitor system performance, data quality, and user adoption
Troubleshoot issues, perform root cause analysis, and coordinate with Microsoft or third-party vendors as needed
Provide secondary CRM support for Finance and HR workflows and data needs
Assist with upgrades, enhancements, testing, and release management
Document system configurations, processes, and best practices
Qualification
Required
Proven experience as a Microsoft Dynamics 365 CRM Administrator
Strong hands-on experience with Customer Service / Contact Centre CRM environments
Expertise in case management, queues, SLAs, workflows, and routing rules
Solid experience with Power Platform: Power Apps, Power Automate, Dataverse (Metaverse)
Strong understanding of CRM security models and user administration
Ability to work closely with business users and translate requirements into technical solutions
Preferred
Experience with IVR, telephony, or CTI integrations
Experience supporting call centre or customer service operations at scale
Familiarity with Dynamics 365 reporting, dashboards, and analytics
Microsoft Power Platform or Dynamics 365 certifications
Experience supporting CRM use cases for Finance or HR teams
Company
ActiveSoft, Inc
Since 2007, Active Soft, Inc.
Founded in 2007
201-500 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase