Job Summary

RSM's Dynamics 365 Customer Engagement (Dynamics 365 CE) practice is a team of highly specialized, multi-disciplinary professionals delivering innovative Microsoft business application solutions for global clients.

RSM is seeking a Dynamics 365 Customer Engagement (CE) Functional Manager who blends deep, hands-on configuration and customization experience with the leadership skills to run multiple concurrent engagements. The ideal candidate brings end-to-end mastery of the Dynamics 365 CE suite and the Microsoft Power Platform, sound solution architecture judgment, strong client presence, and a passion for growing the next generation of consultants. This role is a true player-coach: you will partner directly with US-based leaders, shape solutions on the whiteboard, and actively mentor and coach a team of Supervisors, Senior Associates, and Associates.

Key Responsibilities

- Hands-on configuration, customization, and implementation experience of Microsoft Dynamics 365 Customer Engagement applications and the Power Platform to meet complex client business needs
- Translate complex business problems into clear functional specifications, solution designs, and architecture recommendations across CE, integrations, and the broader Microsoft cloud
- Own functional and architectural integrity across all phases of the project lifecycle - discovery, design, build, test, deployment, and post-go-live support
- Lead and oversee multiple concurrent Dynamics 365 CE engagements, owning delivery quality, risk, and outcomes across a portfolio of projects
- Serve as a trusted advisor to US-based engagement leaders and client stakeholders, managing priorities, timelines, escalations, and deliverables across time zones
- Facilitate design reviews, demos, and solution walkthroughs with confidence and clarity
- Review and quality-assure work products - including configuration, customization, testing, and documentation
- Direct data migration, integrations, security model design,



and ALM strategy (solutions, pipelines, managed environments) across engagements
- Coach, mentor, and develop junior talent across the team; provide performance feedback, career guidance, and hands-on knowledge transfer
- Support post-go-live activities including hypercare, enhancements, governance, and continuous improvement
- Champion delivery excellence, documentation standards, and a excellent client experience on every engagement

Required Qualifications

- 10+ years of hands-on functional experience implementing Microsoft Dynamics 365 Customer Engagement
- Demonstrated experience leading multiple concurrent Dynamics 365 CE projects to successful delivery in a consulting environment
- Strong, hands-on configuration and customization expertise across the Dynamics 365 CE suite, including:
- Customer Service
- Contact Center / Omnichannel
- Sales
- Customer Insights - Journeys
- Field Service
- Project Operations

- Hands-on experience with the Microsoft Power Platform, including:

- Power Automate
- Power Pages
- Copilot Studio
- Power BI
- Power Apps

- Proven solution design and architecture experience across CE, integrations, and surrounding Microsoft cloud services
- Strong business process mapping and requirements analysis skills across various Dynamics 365 CE apps
- Experience with environment and ALM management (solutions, pipelines, managed environments)
- Demonstrated ability to mentor, coach, and develop junior consultants and grow high-performing teams
- Excellent written and verbal communication skills in English, with strong executive presence
- Experience working in global delivery models and collaborating with onshore/offshore stakeholders
- Proven ability to manage competing priorities, navigate ambiguity, and consistently meet delivery commitments

Certifications (Strongly Preferred)

- Microsoft Dynamics 365 certification(s)
- Power Platform certification(s)
- Actively pursuing and maintaining Microsoft certifications is highly encouraged and supported

📌 Microsoft Customer Engagement Manager (Bengaluru)
🏢 RSM's India Global Capability Center
📍 Bengaluru