Microsoft Customer Engagement Senior Associate

RSM US Integrated Services India Private Limited; Bengaluru; On-site; INR 1,800,000 - 2,600,000; Full time

Benefits offered by this job

Competitive benefits

Flexible schedule

Job summary

RSM US Integrated Services India Private Limited is seeking a Dynamics 365 Customer Engagement Senior Associate to lead delivery of CE projects and to collaborate with US-based teams across time zones. The role requires strong functional experience, capability with the Power Platform, and a focus on high-quality solution design.

You will participate in requirements gathering, design, build, test, deployment, and post-go-live support, while driving successful client workshops and documentation.

Qualifications

• 4+ years hands-on functional experience with Microsoft Dynamics 365 Customer Engagement.
• Experience across one or more Dynamics 365 CE apps (e.g., Customer Service, Sales, Field Service).
• Proficient with the Microsoft Power Platform (Power Automate, Power Apps, Power Pages, Dataverse).
• Strong business process mapping and requirement analysis; excellent English communication.

Responsibilities

• Collaborate with US-based project teams to manage priorities, timelines, and deliverables across time zones.
• Configure and implement Dynamics 365 CE applications to meet client needs.
• Translate requirements into functional designs and solution designs.
• Lead requirements gathering, design, build, test, deployment, and post-go-live support.
• Own functional workstreams, perform configuration, and oversee testing activities.
• Facilitate client workshops and solution walkthroughs; support SIT/UAT and defect resolution.
• Assist data migration, including mapping, transformation, and loading into Dynamics 365.

Skills

Dynamics 365 CE

Power Platform

Business process mapping

English communication

Global delivery models

Tools

Power Automate

Power Apps

Power Pages

Dataverse

PowerBI

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 365CE 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, PowerBI
• 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 Dynamics365 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].

Why work at RSM?

At RSM, we accomplish meaningful work and make an impact on the world around us. We work hard to fully understand our clients and work even harder to understand and identify your unique skills. We celebrate the differences among us and empower our talented professionals to grow forward, both personally and professionally. Our clients benefit from fresh insights and energy as we collaborate to support them, and our teams enjoy a work environment that inspires and empowers them to thrive.