Senior D365 Customer Engagement Administrator

Accountabilities: Platform Administration and Reliability: Own the day-to-day administration, health, performance, and stability of Dynamics 365 Customer Engagement environments, including Sales, Field Service, Dataverse, and related Power Platform components. Manage environment settings, business units, teams, queues, security roles, user provisioning, application access, and field-level security. Monitoring and Technical Support: Monitor system health, storage capacity, asynchronous jobs, plug-in failures, Power Automate flows, integration errors, and other operational indicators. Lead Level 2 and Level 3 support, conduct structured troubleshooting and root-cause analysis, and coordinate complex resolutions with Microsoft, internal technical teams, and external partners. Configuration and Platform Optimization: Translate approved business requirements into maintainable configurations using model-driven apps, forms, views, dashboards, business rules, workflows, Power Automate, and native Field Service capabilities. Prioritize out-of-the-box functionality and low-code solutions where appropriate, assessing the long-term support and upgrade implications of proposed changes. Business Process Improvement: Collaborate with stakeholders across sales, field operations, finance, customer experience, and shared services to improve platform usability, data quality, and process consistency. Evaluate enhancement requests, clarify business needs, assess technical impact, and maintain a prioritized backlog aligned with measurable business value. Release and Environment Management: Establish and maintain application lifecycle management practices across development, testing, user acceptance testing, and production environments. Manage solutions, environment variables, connection references, configuration migrations, deployment validation, and rollback plans. Change Management and Governance: Coordinate release schedules, approvals, regression testing, production deployments, and post-release verification. Minimize unmanaged changes and configuration drift through documented standards, segregation of duties, and repeatable deployment procedures. Assess Microsoft release updates and coordinate impact reviews, testing, and stakeholder communications. Data and Integration Management: Help maintain the integrity of customer, account, contact, opportunity, work order, resource, and scheduling data in Dataverse. Partner with data and integration teams to monitor and troubleshoot connections with Dynamics 365 Finance and Operations, portals, routing and scheduling tools, reporting platforms, identity services, and other enterprise applications. Security and Data Governance: Administer and periodically review role-based access, privileged permissions, audit settings, application users, service principals, and data-sharing controls. Support data migration, cleansing, reconciliation, retention, and archival activities as the platform evolves. Managed Services and Backlog Ownership: Manage the day-to-day relationship with the external Customer Engagement managed-services provider, setting priorities, clarifying deliverables, validating completed work, and maintaining service quality. Oversee a consolidated backlog covering incidents, defects, technical debt, and enhancements, including intake, triage, estimation, prioritization, and delivery sequencing. Performance and Continuous Improvement: Lead regular service and backlog reviews covering service levels, issue aging, throughput, capacity, recurring problems, delivery quality, and upcoming releases. Use support trends, adoption metrics, license utilization, and platform telemetry to identify improvements and allocate resources effectively. Documentation and Knowledge Sharing: Maintain practical runbooks, configuration records, environment inventories, integration documentation, and support procedures. Build strong relationships with product owners, process owners, super users, service desk teams, trainers, and change-management stakeholders while strengthening internal platform knowledge. Operational Ownership and Escalation: Act as the senior operational owner of the platform, resolving advanced configuration and support issues directly while recognizing when architecture, integration engineering, custom development, or business process expertise is required. Requirements: Professional Experience: At least 7 years of experience supporting enterprise business applications, including a minimum of 5 years of hands-on Microsoft Dynamics 365 Customer Engagement administration and configuration in production environments. Dynamics 365 Expertise: Strong practical experience with Dynamics 365 Sales and Field Service, including work orders, resources, scheduling concepts, queues, activities, and mobile-user requirements. Dataverse and Power Platform: Solid knowledge of Dataverse, Power Apps model-driven applications, Power Automate, solution management, environment administration, and role-based security. Application Lifecycle Management: Demonstrated experience managing multiple environments, deploying managed solutions, implementing release controls, conducting regression testing, and promoting changes safely into production. Troubleshooting and Technical Analysis: Ability to diagnose issues involving plug-ins, Power Automate flows, business rules, JavaScript, APIs, integration jobs, and data quality. Sound technical judgment is essential to determine whether to resolve issues directly or engage specialized teams. Managed Services and Backlog Management: Experience overseeing an application managed-services provider and managing production support and enhancement backlogs through defined service levels, clear priorities, acceptance criteria, and measurable performance indicators. Preferred Field Service Experience: Familiarity with Dynamics 365 in multi-location field-service, route-based, or distributed operational environments. Enterprise Integrations and Analytics: Exposure to Dynamics 365 Finance and Operations, dual-write, Azure integration services, Microsoft Fabric, Power BI, customer portals, and enterprise identity platforms is advantageous. Development and Release Tools: Familiarity with Azure DevOps or similar tools for work management, source control, release pipelines, and deployment governance is preferred. Platform Stabilization and Transformation: Experience stabilizing an inherited Dynamics 365 implementation, transitioning from partner-led delivery to sustainable internal ownership, or supporting phased migrations away from legacy platforms is desirable. Certifications: Microsoft certifications related to Dynamics 365, Power Platform, or Azure are preferred. Business Environment Experience: Experience working in a private-equity-backed or acquisition-oriented organization, where operational efficiency, standardization, and scalability are priorities, is an advantage. Communication and Documentation: Strong analytical, organizational, documentation, and communication skills, with the ability to explain technical issues, risks, and trade-offs clearly to both technical and nontechnical stakeholders. Leadership and Problem-Solving: A hands-on, accountable, and pragmatic approach to platform ownership, with the ability to remain composed under pressure, ask insightful questions, challenge unnecessary complexity constructively, and follow through on commitments. Collaboration and Adaptability: Ability to build trusted relationships with business users, technical colleagues, and external partners while maintaining clear standards, responsibilities, and decision-making processes. Benefits: Competitive Salary: Annual salary ranging from $112,000 to $130,000 USD, depending on qualifications, experience, skills, and other relevant factors. Employment Type: Full-time, permanent, exempt position. Remote Work: Remote opportunity within the United States, with preference for candidates located in or comfortable working hours aligned with Central or Eastern Time. Paid Time Off: Time off to support personal wellbeing and work-life balance. Healthcare Coverage: Access to medical, dental, and vision insurance, subject to eligibility and applicable plan terms. Professional Growth: Opportunities to deepen expertise in Microsoft Dynamics 365, Dataverse, Power Platform, enterprise integrations, and platform governance. Technical Ownership: The opportunity to take meaningful ownership of a business-critical enterprise platform and influence its reliability, usability, and long-term scalability. Cross-Functional Collaboration: Work closely with business leaders, technical specialists, and external partners to deliver practical solutions and continuous improvements. Travel: Limited travel of up to 10%, depending on business requirements.