D365 Customer Engagement/ Architect

Summary

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Catalyst team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures.

Description

We are looking a CD365 Customer Engagement/ Architect365 Customer Engagement (CE), you will play a pivotal role in helping customers transform their businesses through innovative CRM and Power Platform solutions. You’ll guide customers through digital transformation journeys, leveraging deep technical and functional expertise across the Dynamics 365 CE apps to deliver measurable business outcomes.

Responsibilities

Customer Centricity

• Gather customer insights to map solutions and services with business outcomes, leveraging expertise in Dynamics 365 CE (Sales, Customer Service, Field Service, and Power Platform).

• Identify opportunities to improve customer solutions across customer engagement domains and position services to help customers achieve their objectives.

• Accelerate solution delivery and adoption through Value-Based Deliveries and reusable Intellectual Property (IP) across CE workloads.

• Support customer skilling by delivering technical discussions, workshops, and readiness sessions focused on CRM and Power Platform capabilities.

• Contribute to customer satisfaction by delivering a seamless experience across CE workloads.

• Provide actionable feedback from customers to Microsoft Product Groups to influence roadmap and service improvements.

Business Impact

• Drive cloud consumption and support growth by guiding customers and decision-makers on how to maximize value from Dynamics 365 CE investments through solution optimization, performance tuning, and operational excellence.

• Align with Customer Success Account Managers and account teams to ensure business value realization across CRM implementations.

Resolution of Customer Blockers

• Anticipate and resolve issues blocking go-live or adoption by applying deep technical and functional knowledge of CE, including integrations, data migration, and performance tuning.

• Deliver engagements using Microsoft best practices, Success by Design principles, and repeatable IP.

Identify Growth Opportunities

• Leverage your knowledge of Microsoft Business Applications—particularly CE and Power Platform—to identify cross-sell and up-sell opportunities based on customer needs and digital maturity.

Technical Leadership

• Continuously improve your skills across Dynamics 365 CE and Power Platform to support evolving customer needs and Microsoft’s strategic goals.

• Engage in technical communities, contribute to IP development, and mentor peers and junior architects.

• Act as a role model for technical readiness and cross-workload collaboration.

Practice Development

• Innovate and improve existing IP, methodologies, and delivery processes within the CRM domain.

• Promote best practice sharing and IP reuse to accelerate customer success and internal efficiency.

Trusted Advisor

• Build and expand trusted relationships with customer and partner architects, technical specialists, and business stakeholders across customer experience functions.

Qualifications

Required / Minimum Qualifications

• Proven experience in Dynamics 365 Customer Engagement (CE) apps such as Sales, Customer Service, or Field Service.

• Proven experience in Dynamics 365.

• Proven experience in Dataverse

• Bachelor’s or Master’s Degree in Computer Science, Information Technology, Engineering, Business, or related field AND extensive experience in IT consulting, systems implementation, software development/support, or Microsoft Business Applications.

• Significant experience in customer-facing roles and as a lead technical solution architect across CRM projects.

Additional or Preferred Qualifications

• Functional or technical certification in one or more Dynamics 365 CE apps (Sales, Customer Service, Field Service, Power Platform).

• Experience with Success by Design methodology or business value consulting.

• Experience leading enterprise-scale implementations involving CE workloads.

• No relocation required.

Technical Qualifications / Experience

• Deep technical expertise in Dynamics 365 Customer Engagement (Sales, Customer Service, Field Service), including:

  • Power Platform (Power Apps, Power Automate, Dataverse)

  • Integration with other Microsoft services (e.g., Azure, Teams)

  • Omnichannel capabilities, case management, and customer journey orchestration

  • Data modeling, security roles, and business process flows.

• At Concentrix, we provide customer experience solutions that may involve handling sensitive data.  As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.

• The base salary range for this position is $106,087 - $140000 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.

  The deadline to apply for this position is 11/30/2025