Microsoft Customer Engagement Senior Associate

RSM US in India; Gurugram District; On-site; INR 1,200,000 - 2,000,000; Full time

Job summary

RSM is seeking a Dynamics 365 Customer Engagement (CE) Senior Associate with strong implementation experience across D365 CE applications and the Power Platform. You will work with U.S.-based stakeholders, lead functional workstreams, and contribute to design, build, test, and deployment activities in a fast-paced consulting environment.

The role emphasizes client workshops, requirements analysis, data migration support, and post-go-live activities.

Qualifications

• 4+ years of hands-on functional experience with Microsoft Dynamics 365 Customer Engagement.
• Experience across one or more Dynamics 365 CE applications: Customer Service, Omnichannel, Sales, Insights Journeys, Field Service, Project Operations.
• Experience with the 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 in global delivery models and collaborating with onshore/offshore stakeholders.

Responsibilities

• Collaborate with U.S.-based project teams to manage priorities, timelines, and deliverables across time zones.
• Configure, customize, and implement Dynamics 365 CE applications to client needs.
• Translate business requirements into functional specifications and designs.
• Support all phases of project lifecycle from requirements to post-go-live.

Skills

Dynamics 365 CE

Power Platform

Business process mapping

Client facing

Delivery ownership

Tools

Power Automate

Power Apps

Power Pages

Dataverse

Copilot Studio

Power BI

Job description

RSMs 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, clientfacing skills, and delivery ownership. This role offers exposure to complex enterprise implementations, collaboration with U.S. based stakeholders, and accelerated leadership growth in a fast‑paced consulting environment.

Key Responsibilities

• Collaborate closely with U.S. 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