Microsoft Dynamics 365 Customer Engagement

About the Role:

You’ll also support system reliability using monitoring tools like Application Insights and Splunk.

Key Responsibilities:

• Deliver consulting and operational support for Microsoft Dynamics 365 Customer Engagement solutions, with a focus on CCaaS integrations and performance.
• Act as a technical SME for Dynamics 365 CE, guiding design, configuration, and optimization.
• Monitor solution health using tools such as Application Insights, Splunk, and other observability platforms.
• Implement and support SRE principles (SLOs, SLIs, error budgets) to ensure system reliability and performance.
• Troubleshoot, resolve, and document issues related to integrations, performance, and user experience.
• Collaborate with internal teams to plan and implement solution improvements and enhancements.
• Support upgrades, patches, and deployment activities in alignment with operational SLAs.

Required Skills :

• Proven experience with Microsoft Dynamics 365 Customer Engagement (CE) in consulting or enterprise implementation roles.
• Hands-on knowledge of CCaaS operations within Dynamics 365.
• Strong SRE/Operations background focused on high availability and incident response.
• Experience using Application Insights for monitoring and telemetry.
• Familiarity with dashboard monitoring tools like Splunk, Grafana, or similar.
• Strong problem-solving, communication, and stakeholder engagement skills.

Nice-to-Have Skills:

• Experience with automation/scripting tools in Dynamics 365 environments.
• Knowledge of Azure cloud services related to Dynamics 365 (e.g., Logic Apps, Power Platform).
• Exposure to ITIL or DevOps practices in enterprise environments.