Microsoft Customer Engagement Senior Associate

RSM US LLP; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

RSM US LLP is seeking a Dynamics 365 Customer Engagement Senior Associate in Bengaluru to lead complex enterprise implementations. You will work with US-based teams, translate business needs into designs, and own functional workstreams across the project lifecycle.

Requirements include 4+ years of CE experience, Power Platform expertise, and strong communication skills. This role offers exposure to global delivery and growth in a fast-paced consulting environment.

Qualifications

• 4+ years of hands-on functional experience with Microsoft Dynamics 365 Customer Engagement.
• Experience across Customer Service, Omnichannel, Sales, Customer Insights – Journeys, Field Service, Project Operations.
• Proficiency with Power Platform including Power Automate, Power Apps, Power Pages, Dataverse, Copilot Studio, Power BI.
• Strong business process mapping and requirements analysis.
• Excellent written and verbal English communication.
• Experience in global delivery models with onshore/offshore stakeholders.

Responsibilities

• Collaborate with US-based project teams to manage priorities, timelines, and deliverables across time zones.
• Configure, customize, and implement Dynamics 365 CE applications to meet client needs.
• Translate business requirements into functional specifications and designs.
• Contribute across requirements, design, build, test, deployment and post-go-live support.
• Own workstreams and perform configuration, customization and testing.
• Facilitate client workshops and solution walkthroughs.
• Support SIT and UAT with defect triage and resolution.
• Assist data migration including mapping, transformation, validation and loading.
• Configure security roles and governance-aligned controls.
• Develop and maintain project documentation and user guides.
• Support hypercare, enhancements and defect resolution post go-live.

Skills

Dynamics 365 CE

Power Platform

Business process mapping

Communication skills

Global delivery experience

Education

Microsoft Dynamics 365 certification(s)

Power Platform certification(s)

Tools

Power Automate

Power Apps

Power Pages

Dataverse

Copilot Studio

Power BI

Job description

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

RSM’s Dynamics 365 Customer Engagement (Dynamics 365 CE) practice is a team of highly specialized, multi-disciplinary professionals delivering innovative Microsoft business application solutions for global clients.

RSM is seeking a Dynamics 365 Customer Engagement (CE) Senior Associate with strong implementation experience across Dynamics 365 CE applications and the Microsoft Power Platform. The ideal candidate brings a balance of functional expertise, business process knowledge, client‑facing skills, and delivery ownership. This role offers exposure to complex enterprise implementations, collaboration with US‑based stakeholders, and accelerated leadership growth in a fast‑paced consulting environment.

Key Responsibilities

• Collaborate closely with US‑based project teams and stakeholders to manage priorities, timelines, and deliverables across time zones
• Configure, customize, and implement Microsoft Dynamics 365 Customer Engagement applications to meet client business needs
• Lead the translation of business requirements into detailed functional specifications and solution designs
• Contribute across all phases of the project lifecycle, including requirements gathering, design, build, test, deployment, and post‑go‑live support
• Own functional workstreams and independently execute system configuration, customization, and testing activities
• Facilitate client workshops, discovery sessions, and solution walkthroughs
• Perform unit testing and support system integration testing (SIT) and user acceptance testing (UAT), including defect triage and resolution
• Support data migration efforts, including data mapping, transformation, validation, and loading into Dynamics 365
• Configure security roles, access controls, and business rules in alignment with client governance and compliance standards
• Develop and maintain high‑quality project documentation such as functional design documents, configuration workbooks, test scripts, and user guides
• Support post‑go‑live activities including hypercare, enhancements, and defect resolution

Required Qualifications

• 4+ years of hands‑on functional experience with Microsoft Dynamics 365 Customer Engagement
• Proven implementation experience across one or more Dynamics 365 CE applications, including:
  • Customer Service
  • Contact Center / Omnichannel
  • Sales
  • Customer Insights – Journeys
  • Field Service
  • Project Operations
• Experience with the Microsoft Power Platform, including:
  • Power Automate
  • Power Apps
  • Power Pages
  • Dataverse and Copilot Studio
  • Power BI
• Strong business process mapping and requirements analysis skills
• Excellent written and verbal communication skills in English
• Experience working in global delivery models and collaborating with onshore/offshore stakeholders
• Ability to manage multiple priorities and meet delivery timelines in a consulting environment
• Experience contributing to solution design and architecture discussions

Certifications (Strongly Preferred)

• Microsoft Dynamics 365 certification(s)
• Power Platform certification(s)
• Actively pursuing Microsoft certifications is highly encouraged and supported

At RSM, we offer a competitive benefits and compensation package for all our people.We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients.Learn more about our total rewards at https://rsmus.com/careers/india.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership.RSM is committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [e-mail].