Experience : 6+ Years

Shift : NZ Shift

Role Overview

Working within our Managed Services team, you will support a portfolio of Microsoft Dynamics 365 Customer Engagement clients across the complete support lifecycle, from initial triage through to resolution and closure.

You will configure, customise, and troubleshoot D365 CE environments, manage client expectations, and collaborate with the wider team to maintain service quality and meet agreed SLAs.

What You Will Do

Case ownership. Act as the primary point of contact for CE support cases, taking ownership from initial triage through to resolution and closure.

D365 CE configuration. Configure and customise D365 CE to resolve client issues, including screen customisation, Business Process Flows, Power Automate flows, and portal configuration.

Triage and prioritisation. Triage, prioritise, and document support cases accurately while working within agreed service-level agreements.

Client management. Manage client expectations professionally and navigate difficult conversations when issues become complex.

Problem prevention. Identify recurring issues and contribute proactively to problem prevention, continuous improvement, and knowledge sharing.

Escalation. Escalate complex or high-priority issues appropriately, providing clear context to support a fast and effective resolution.

Cross-team collaboration. Work closely with functional consultants, delivery teams, and technical colleagues across Australia and New Zealand.

Documentation and improvement. Maintain high-quality case documentation and contribute to continuous improvement across the support function.

What You Will Bring

This role suits a confident D365 CE generalist with strong configuration depth, sound client instincts,



and a clear record of personal ownership and delivery.

D365 CE experience. Three to five years or more of hands-on Microsoft Dynamics 365 CE experience, with broad functional coverage across CE modules.

Hands-on configuration capability. Demonstrated experience building Business Process Flows, customising screens, and using Power Automate in a functional capacity, rather than only observing or documenting the work of others.

Priority specialisation. Experience with Customer Insights Journeys and/or Customer Insights Data. Customer Service and Contact Centre experience is also highly valued.

Client communication. Strong communication skills, with the confidence to manage expectations, explain issues clearly, and lead challenging client conversations.

Ownership mindset. A explicit record of what you personally delivered, the decisions you made, and the outcomes you achieved.

Managed services experience. Experience working in managed services, support, or another high-accountability consulting environment.

Multi-client delivery. The ability to manage multiple clients and competing priorities while maintaining quality, composure, and reliable follow-through.

Role Priorities The strongest candidates will combine broad D365 CE functional capability with hands-on Customer Insights experience, dependable case ownership, and the client judgement required to work effectively in a managed services environment.

Pay: ₹2,200,000.00 - ₹2,500,000.00 per year

Benefits

- Cell phone reimbursement
- Internet reimbursement
- Paid sick time
- Provident Fund
- Work from home

Experience:
- Microsoft Dynamics 365 CE Functional : 6 years (Preferred)

Work Location: Hybrid remote in Bangalore City, Bengaluru, Karnataka

📌 Microsoft Dynamics 365 CE Functional Consultant (Bengaluru)
🏢 Drive2Thrive Consultancy
📍 Bengaluru