Senior D365 Customer Engagement Administrator

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the daily administration, health, and operational performance of Dynamics 365 CE environments, including Sales, Field Service, Dataverse, and associated Power Platform components.

• Oversee environment settings, business units, teams, queues, ownership models, security roles, field-level security, application access, and user provisioning.

• Keep track of system health, storage and capacity, asynchronous jobs, plug-in failures, flows, integration errors, and other operational signals.

• Lead Level 2 and Level 3 application support, structured troubleshooting, root-cause analysis, and coordination of resolutions.

• Maintain runbooks, configuration records, support procedures, and inventories of environments, solutions, integrations, and dependencies.

• Convert approved business requirements into maintainable configurations using model-driven apps, forms, views, dashboards, business rules, workflows, Power Automate, and the native Field Service capabilities.

• Collaborate with functional owners across sales, field operations, finance, customer experience, and shared services to enhance usability, data quality, and process consistency.

• Assess enhancement requests, evaluate platform impact, and sustain a prioritized backlog linked to measurable value.

• Establish and manage application lifecycle management across development, testing, user acceptance, and production environments.

• Oversee solutions, environment variables, connection references, configuration migration, release packaging, deployment validation, and rollback planning.

• Coordinate release calendars, change approvals, regression testing, production deployments, and post-release verification.

• Review Microsoft release waves and platform updates, coordinate impact assessments and testing, and communicate significant changes.

• Monitor and troubleshoot interfaces connected to Dynamics 365 Finance and Operations, portals, routing and scheduling tools, reporting platforms, identity services, and other enterprise applications.

• Administer and assess role-based access, privileged permissions, audit settings, application users, service principals, and data-sharing controls.

• Aid in data migration, cleansing, reconciliation, retention, and archival activities.

• Manage the daily relationship with the CE managed-services provider, ensuring accountability for service quality and delivery.

• Maintain a transparent backlog encompassing incidents, defects, technical debt, and enhancements; lead intake, triage, sizing, prioritization, and sequencing.

• Conduct service and backlog reviews that cover service levels, aging, throughput, capacity, recurring issues, delivery quality, and upcoming releases.

• Build relationships with product owners, process owners, super users, service desk staff, trainers, and change-management leads while enhancing internal platform knowledge.

⛳️ Requirements

• A minimum of seven years of experience supporting enterprise business applications, with at least five years of hands-on administration and configuration of Microsoft Dynamics 365 CE in production settings.

• Proven expertise in Dynamics 365 Sales and Field Service, including work orders, resources, scheduling concepts, queues, activities, and considerations for mobile users.

• Strong understanding of Dataverse, Power Apps model-driven applications, Power Automate, solution management, environment administration, and role-based security.

• Practical knowledge of application lifecycle management, managed solutions, release controls, regression testing, and the promotion of changes across multiple environments.

• Experience in diagnosing issues involving plug-ins, flows, business rules, JavaScript, APIs, integration jobs, and data quality.

• Experience directing an application managed-services provider and managing a production support and enhancement backlog using clear service levels, priorities, acceptance criteria, and performance measures.

• Strong analytical, documentation, and communication skills, with the ability to effectively explain technical issues and trade-offs to business stakeholders.

• Preferred: Experience supporting Dynamics 365 in a multi-location field-service, route-based, or distributed operating environment.

• Preferred: Familiarity with Dynamics 365 Finance and Operations, dual-write, Azure integration services, Microsoft Fabric or Power BI, customer portals, and enterprise identity platforms.

• Preferred: Working knowledge of Azure DevOps or similar tools for work management, source control, release pipelines, and deployment governance.

• Preferred: Experience stabilizing an inherited Dynamics 365 implementation, transitioning from partner-led delivery to sustainable internal ownership, or supporting a phased legacy-platform transition.

• Preferred: Microsoft certifications related to Dynamics 365, Power Platform, or Azure.

• Preferred: Experience in a private-equity-backed or acquisition-oriented business.

🏝️ Benefits

• Travel: Up to 10%

• Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities