Summary

As a Senior Microsoft Dynamics 365 Customer Engagement (CE) Solution Specialist, you will play a key role in helping organizations transform customer service operations through the implementation and optimization of Dynamics 365 CE solutions 1-year fixed term. You will lead requirements gathering, solution design, configuration, and stakeholder engagement activities while providing strategic guidance on customer engagement and case management processes. Working closely with business and technical teams, you will ensure Dynamics 365 Customer Service solutions align with organizational objectives, industry best practices, and user adoption goals. 

What will your typical day look like?

• Lead workshops and requirements gathering sessions focused on customer service and engagement processes.
• Translate business requirements into Dynamics 365 Customer Engagement (CE) solution designs.
• Configure and optimize Dynamics 365 CE to support customer service and case management needs.
• Conduct fit-gap analyses and recommend solutions aligned with business objectives.
• Collaborate with architects, developers, and project teams to deliver effective solutions.
• Provide guidance on Dynamics 365 CE capabilities, best practices, and solution options.
• Support testing activities, including UAT, issue resolution, and requirements validation.
• Facilitate end-user training and support change management and adoption initiatives.
• Troubleshoot functional issues during implementation and post-deployment support.
• Develop and deliver workshops, demonstrations, documentation, and presentations.
• Stay current on Dynamics 365 enhancements and recommend continuous improvements.

About the team

You will be part of a collaborative and high-performing digital transformation team dedicated to helping organizations modernize customer engagement and service delivery through Microsoft technologies. Working alongside business consultants, solution architects, developers, and industry specialists, you will contribute to the successful delivery of innovative Dynamics 365 solutions that create measurable business value. The team fosters a culture of continuous learning, knowledge sharing, and client-focused problem solving while delivering complex transformation initiatives across diverse environments. 

Enough about us, let’s talk about you

• Bachelor's degree in Computer Science, Information Systems, Business Administration, or a related field.
• 10+ years of professional experience, including 5+ years implementing and configuring Microsoft Dynamics 365 Customer Engagement (CE).
• Experience leading business analysis, requirements gathering, process mapping, and solution design activities.
• Strong knowledge of Dynamics 365 Customer Service, including case management, workflows, queues, and knowledge management.
• Ability to facilitate workshops and collaborate with business, technical, and executive stakeholders.
• Experience conducting fit-gap assessments and recommending business solutions.
• Understanding of CRM best practices, service transformation, and customer experience strategies.
• Experience supporting testing, deployment, training, change management, and user adoption.
• Excellent communication, documentation, presentation, and stakeholder management skills.
• Strong analytical and problem-solving abilities.
• Ability to work independently and as part of a multidisciplinary team.

Nice to have:

• Microsoft Dynamics 365 CE Functional Consultant certification.
• Experience with Power Platform, including Power Apps, Power Automate, and Power BI.
• Experience integrating Dynamics 365 with Microsoft business applications and cloud services.
• Knowledge of omnichannel customer service and customer experience platforms.
• Experience in consulting, advisory, or professional services environments.
• Familiarity with Agile, Scrum, or hybrid delivery methodologies.
• Experience leading CRM modernization or digital transformation initiatives.
• Knowledge of data migration, reporting, analytics, and business intelligence solutions.
• Experience developing business cases, executive presentations, and strategic roadmaps.
• Understanding of governance, compliance, security, and CRM best practices.

Total Rewards

The salary range for this position is $90,000 - $175,000, and individuals may be eligible to participate in our bonus program. Deloitte is fair and competitive when it comes to the salaries of our people. We regularly benchmark across a variety of positions, industries, sectors, targets, and levels. Our approach is grounded on recognizing people's unique strengths and contributions and rewarding the value that they deliver.

Our Total Rewards Package extends well beyond traditional compensation and benefit programs and is designed to recognize employee contributions, encourage personal wellness, and support firm growth. Along with a competitive base salary and variable pay opportunities, we offer a wide array of initiatives that differentiate us as a people-first organization. On top of our regular paid vacation days, some examples include: $4,000 per year for mental health support benefits, a $1,300 flexible benefit spending account, firm-wide closures known as "Deloitte Days", dedicated days of for learning (known as Development and Innovation Days), flexible work arrangements and a hybrid work structure.