Job Title      : Microsoft Customer Engagement (CE) Support Consultant
Experience  :  0-5 Years
Location      : Bangalore

Job Description :

Technical Skills:

1. Microsoft Dynamics 365 CE Expertise:

• Proficiency in Dynamics 365 CE modules such as Sales, Customer Service, Marketing, and Field Service.
• Understanding of data structures, relationships, and Microsoft Dataverse (formerly Common Data Service).

2. Power Platform Skills:

• Familiarity with Power Automate (for workflows), Power BI (for reporting), and Power Apps (for simple app customizations).
• Basic scripting knowledge for customization (e.g., JavaScript for form customizations, C# for plugins).

3. Integration and APIs:

• Experience with data integration tools like KingswaySoft, Scribe, or Azure Logic Apps.
• Familiarity with REST APIs and OAuth authentication for CE integrations.

4. System Administration:

• Knowledge of system security, role-based access, and auditing features.
• Proficiency in managing updates, patches, and troubleshooting performance issues.

5. Troubleshooting Tools and Techniques:

• Proficient with tools like Fiddler, XrmToolBox, or Dynamics 365 Trace Viewer.
• Ability to analyze logs, trace performance, and debug errors.

Functional Skills:

• Strong understanding of business processes related to sales, customer service, and marketing.
• Ability to gather and document requirements to align solutions with business needs

Key Responsibilities:

1. Technical Support and Issue Resolution:

• Provide first-line to advanced support for Dynamics 365 CE issues,
• Including performance degradation, data inconsistencies, and integration failures.
• Troubleshoot errors, implement fixes, and document resolutions for future reference.
• Work with Microsoft Support to escalate unresolved issues and ensure timely resolution.

2. System Administration and Maintenance:

• Monitor and manage system environments to ensure stability, security, and compliance.
• Apply updates, patches, and service packs while minimizing system downtime.
• Conduct regular system health checks and performance monitoring.

3. Configuration and Customization:

• Assist in configuring Dynamics 365 CE to meet client-specific needs, such as custom fields, forms, and workflows.
• Support simple to medium customizations using Power Platform tools like Power Automate, Power Apps, and Power BI.
• Troubleshoot custom integrations and plugins using Microsoft Dataverse and APIs.

4. Client Relationship Management:

• Engage with clients to understand their business processes, identify pain points, and offer tailored solutions.
• Deliver clear and concise communication to clients regarding issue status, resolution steps, and best practices.
• Provide recommendations to improve adoption, productivity, and user satisfaction.

5. Training and Documentation:

• Train end-users and administrators on CE features, processes, and system changes.
• Create and maintain detailed support documentation, FAQs, and user guides.