Dynamics 365 CRM Support Engineer (Hybrid)

Avanade; New South Wales; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Avanade is growing, and we seek motivated and engaged technology people to join our Managed Services team delivering continuous value to our client’s businesses. As a Dynamics 365 CRM Support Engineer, you bring strong customer engagement functional knowledge and hands-on technical experience to our Shared Services team.

This is a hybrid role—you’ll understand CRM business processes across Sales, Customer Service, Marketing and Field Service, while also able to investigate, configure, customise

Qualifications

• Experience providing functional and technical support for Dynamics 365 CRM.
• Ability to configure CRM processes across leads, opportunities, accounts and cases.
• Experience with Power Platform and data migration considerations.
• Strong collaboration with clients, workshops and issue triage.

Responsibilities

• Provide day-to-day functional support for Dynamics 365 CRM applications.
• Analyse issues, translate into functional specs and changes.
• Configure CRM processes across leads, opportunities, accounts, contacts and cases.
• Prepare design docs, technical notes, tests and runbooks.
• Facilitate workshops with clients to diagnose issues and agree on solutions.
• Support Dataverse configuration and data quality activities.
• Test configuration changes, integrations and releases during sprints.
• Manage and prioritise support tickets aligned to SLAs.
• Contribute to knowledge base and runbooks.
• Support SIT, UAT and go-live activities.
• Lead functional sessions and status meetings with clients.
• Own service deliverables including documentation and test plans.

Skills

Customer engagement

Analytical thinking

Workshop facilitation

Client communication

Tools

Dynamics 365 CRM

Power Platform

Dataverse

Model-driven apps

Job description

Avanade is growing, and we seek motivated and engaged technology people to join our Managed Services team delivering continuous value to our client’s businesses. As a Dynamics 365 CRM Support Engineer, you bring strong customer engagement functional knowledge and hands-on technical experience to our Shared Services team.

This is a hybrid role—you’ll understand CRM business processes across Sales, Customer Service, Marketing and Field Service, while also able to investigate, configure, customise