Microsoft Customer Engagement Manager

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Overview

RSM US India (USI) supports RSM US LLPs Risk Consulting Transaction Advisory Technical Accounting Financial Consulting Technology and Management Consulting Tax and Assurance practices by providing access to highly skilled professionals for scalable and repeatable business processes across an extended business day. USI is a member of RSM International the sixth largest global network of independent accounting tax and consulting firms.

Dynamics 365 Customer Engagement Functional Manager

RSMs 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 playercoach: 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 great 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

At RSM we offer a competitive benefits and compensation package for all our offer flexibility in your schedule empowering you to balance lifes demands while also maintaining your ability to serve more about our total rewards at

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/ is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application interview or otherwise participate in the recruiting process please send us an email at .