D365 Customer Engagement (CE) Consultant - Managed Services

sa.global; British Columbia; On-site; CAD 60,000 - 100,000; Full time

Job summary

An established industry player is seeking a skilled D365 Customer Engagement Consultant to join their Managed Services team. This role involves delivering high-quality support and consultancy for D365 CE products, ensuring clients receive exceptional guidance. You will collaborate with various stakeholders, troubleshoot issues, and recommend improvements to enhance service delivery. The company fosters a dynamic and inclusive work environment, emphasizing professional growth and development. If you're passionate about technology and eager to make a significant impact, this opportunity is perfect for you.

Qualifications

• Experience in D365 CE products and managing complex support scenarios.
• Strong understanding of industry-standard processes supported by D365 CE.

Responsibilities

• Provide hands-on support and consultancy for D365 CE products.
• Collaborate with stakeholders to enhance D365 CE usage and resolve issues.

Skills

D365 Customer Engagement

Problem Solving

Client Support

Business Analysis

Attention to Detail

Education

Bachelor's degree in Information Technology

Relevant Microsoft certifications

Tools

Power Apps

Power Automate

Power BI

Dox42

Job description

Who is sa.global

sa.global addresses industry challenges through vertical-focused solutions. Leveraging modern technologies like AI and Copilot, we empower organizations to make intelligent decisions and act faster. Our solutions and services are 100% based on Microsoft business applications and the Microsoft Business cloud, and benefit advertising and marketing, accounting, architecture and engineering, consulting, homebuilding, legal, and IT services companies. Through our industry-first approach, we want to put solutions in the hands of people closest to the problem to enable organizations to act faster and make intelligent decisions.

Over 800,000 users in 80 countries around the world rely on sa.global's industry-focused expertise to gain value faster, adapt quickly to changes, and build for the future. We have 30+ years of real-world experience, we are an 11-time winner of the Microsoft Dynamics Partner of the Year Award, and we’ve been a part of Microsoft’s elite Inner Circle for 11 years. Our global organization has a 1000-member team across 25 countries.

For more information, visit www.saglobal.com.

Why Choose sa.global

Open, flexible, vibrant, collaborative, and diverse – these are just some of the terms that our employees use to describe the culture at sa.global. We believe and encourage innovative and dynamic thinking. Our culture and values give us the extra edge to help us scale greater heights.

Led by our Core Values: Agile, Capable, and Committed, which form an integral part of who we are, we constantly strive to provide an inclusive work environment. Our employees come from varied cultural and social backgrounds, and we strive each day to work towards making sa.global a great place to work.

Values of sa.global

• Contribute towards a working environment that represents “one sa.global” where everyone is seen as an equal, and equality and diversity is championed
• Interact with a wide variety of colleagues, customers, and stakeholders at all levels with respect, courtesy, and professionalism
• Come as you are, make work fun & others successful, and foster an always learning mentality

Position Overview

We offer a career with growth opportunities in a dynamic, collaborative, and supportive organization. We also have a strong and ethical working culture. If you want to work with a team that is passionate about their work while also having a good sense of fun, you might have just found what you are looking for!

sa.global is looking for a skilled D365 Customer Engagement (CE) Consultant to join our dynamic Managed Services team! As a Managed Services D365 Customer Engagement (CE) Consultant, you deliver high-quality services for D365 CE products, ensuring that our clients receive exceptional assistance and expert guidance in utilizing their systems effectively.

Areas of Responsibility

• Provide hands-on support, troubleshooting, and consultancy for D365 CE in response to client requests within Service Level Targets (SLTs)
• Collaborate closely with customer stakeholders to enhance their use of D365 CE, applying best practices in support and service delivery
• Proactively identify, analyze, and resolve issues and risks to minimize disruption for clients
• Collaborate with team members as part of a global division
• Recommend improvements to internal support methodologies and processes, along with proposed solutions
• Contribute to the analysis, development and implementation of opportunities for additional service offerings or enhancements that can benefit clients
• Liaise with Microsoft and ISV partners to address any technical issues relevant to client support or services
• Commit to ongoing professional development, pursuing relevant certifications when necessary
• Maintain a professional and positive representation of the business in all interactions

Technical Responsibilities

• Functional support for live support cases; ensuring customers are kept up to date regarding progress, recording all customer related information on the relevant portals
• Perform routine checks on applications/software environments and report findings to senior members of the team
• Assisting with maintenance, development and improvements to sa.global internal systems and client systems
• Customize and configure the D365 CE platform using various tools and technologies including but not limited to Power Apps, Power Automate (formerly Microsoft Flow), Power BI and Dox42
• Experience of Dual-Write is essential.
• Extend the functionality of D365 CE by creating custom entities, attributes, relationships, and business rules to meet the specific business requirements of the organization
• Conduct unit testing and debugging of customizations to ensure that they meet the specified requirements and are free of defects
• Create and maintain technical documentation, including technical design documents, code documentation, and deployment instructions
• Ability to generate solution design documents and provide costed estimates for new work
• Ensure that all customizations and developments adhere to security and compliance standards, including data protection and access control
• Collaborate with functional consultants, business analysts, and other stakeholders to understand business requirements and translate them into technical solutions

Skills and Experience

• Demonstrated experience in D365 CE products
• Strong understanding of industry-standard business processes as supported by D365 CE
• Experience in managing complex support scenarios
• Confident in delivering user support and consultancy tailored to client needs
• Attention to detail and a strong commitment to delivering high-quality solutions to clients
• Versatile experience across various industries
• Proven ability to analyze and solve complex problems with innovative solutions
• Self-directed and capable of managing multiple priorities effectively
• Excellent client-facing skills with the ability to maintain composure under pressure
• Strong focus on client satisfaction and ensuring a positive client experience
• Proficient in business analysis and understanding client requirements

Education

• Bachelor's degree in Information Technology or equivalent professional qualifications
• Relevant Microsoft certifications are preferred