Functional Support Consultant - Dynamics 365 Customer Engagement

Fusion5; Auckland; Hybrid; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Birthday leave

Volunteer days

Regular social events

Flexible work arrangements

Job summary

Fusion5 is seeking a hands-on Functional Support Consultant for D365 CE to join our Managed Services practice across Auckland, Wellington or Christchurch. You will keep CE environments running smoothly, configure and troubleshoot, and help clients get more from the platform every day.

The role requires strong CE knowledge, ownership, and client-facing skills, with flexible working arrangements and a collaborative team culture.

Qualifications

• 3–5+ years of hands-on D365 CE experience across CE modules.
• Strong configurator skills: built BPFs, customised screens, and Power Automate workflows.
• Customer Insights Journeys (CI-J) and/or Customer Insights Data (CI-D) experience preferred; CS/Contact Centre experience valued.
• Excellent client communication and ownership mindset; able to manage multiple clients and priorities.
• Full working rights in New Zealand.

Responsibilities

• Act as a primary CE support contact from initial triage through to closure.
• Configure and customise D365 CE to resolve client issues, including screen customisation and Power Automate flows.
• Triage, prioritise, and document support cases within agreed SLAs.
• Manage client expectations, including difficult conversations when needed.
• Identify recurring issues and contribute to knowledge sharing across the team.
• Escalate complex or high-priority issues with clear context for fast resolution.
• Collaborate with functional consultants, delivery teams, and technical colleagues across AU and NZ.
• Maintain strong case documentation and contribute to continuous improvement of the support function.

Skills

D365 CE

Power Automate

BPFs

Configurator

CI-J

CI-D

Customer service

Tools

Power Automate

Job description

• Are you a D365 CE specialist who knows the platform inside out?
• Join a growing Managed Services practice where CE expertise is in high demand
• Flexible working, birthday leave, and a team that actually enjoys working together

At Fusion5, we’re more than a solutions provider - we’re a Transformation Partner. Across New Zealand and Australia, we help ambitious organisations go beyond by unlocking greater value, innovation and impact from their technology investments. Across business applications, AI, cloud, data, integration and managed services, we bring together connected solutions that solve real business problems and deliver lasting value. We’re deeply committed to our customers’ success - and we bring that same energy and care to supporting our people.

We’re now looking for a Functional Support Consultant – D365 CE to join our growing Managed Services practice in Auckland, Wellington or Christchurch. This is a hands‑on functional support role for someone with strong, generalist D365 Customer Engagement experience who wants to do meaningful work - keeping our clients’ CE environments running well and helping them get more from the platform every day.

Our CE managed services practice is in high demand, and we need capable people who can contribute from day one. If you’re a hands‑on CE configurator who takes ownership of your work, communicates well under pressure, and genuinely cares about client outcomes, we’d love to hear from you.

What You’ll Do

Working within our Managed Services team, you’ll support a portfolio of CE clients across the full support lifecycle - from triage through to resolution and closure. You’ll configure, customise, and troubleshoot D365 CE environments, manage client expectations, and collaborate with the broader team to keep everything running to SLA. You will:

• Act as a primary point of contact for CE support cases, taking ownership from initial triage through to closure
• Configure and customise D365 CE to resolve client issues - including screen customisation, Business Process Flows, Power Automate flows, and portal configuration
• Triage, prioritise, and document support cases accurately, working within agreed SLAs
• Manage client expectations professionally, including navigating difficult conversations when things get complicated
• Identify recurring issues and contribute proactively to problem prevention and knowledge sharing
• Escalate complex or high-priority issues appropriately, providing clear context to support fast resolution
• Collaborate with functional consultants, delivery teams, and technical colleagues across both AU and NZ
• Maintain strong case documentation and contribute to continuous improvement across the support function

What You’ll Bring

This role suits a confident CE generalist who brings real configuration depth, strong client instincts, and the kind of ownership that shows up clearly on a CV. You’re likely to bring:

• 3–5+ years of hands‑on D365 CE experience - generalist coverage across CE modules is key
• Genuine configurator skills: you’ve built BPFs, customised screens, and worked with Power Automate in a functional capacity - not just observed or documented others doing it
• Customer Insights Journeys (CI-J) and/or Customer Insights Data (CI-D) experience - it's our top priority specialisation, with Customer Service and Contact Centre experience a close second
• Strong client communication skills - you can manage expectations, explain issues clearly, and hold your own in a challenging client conversation
• An ownership mindset - your CV reflects what you personally delivered, not just the teams you were part of
• Experience in a managed services, support, or high-accountability consulting environment
• The ability to juggle multiple clients and priorities while maintaining quality and composure
• Full working rights in New Zealand (required)

What’s in it for you?

“Go Beyond” isn’t a marketing line at Fusion5 - it’s the standard we hold ourselves to. It reflects a convergence of solutions, services, and capabilities that enables clients to realise their business vision, with AI as a strategic lever for transformation.

At Fusion5, you’ll have the autonomy to own your work, the backing of an established trans‑Tasman organisation, and the opportunity to work alongside people who care about outcomes - not just output. We’re proud to be a diverse, inclusive and forward‑thinking employer, and we’re committed to creating a workplace where our people feel engaged, challenged, supported and successful. Alongside this, we offer a strong set of values and benefits that reflect how we work and what we stand for.

• Collaborative, supportive culture where people enjoy working together
• Flexible work arrangements and a genuine focus on work‑life balance
• Birthday leave, volunteer days, and regular social events
• Clear development pathways and opportunities to grow with the practice

If you're a hands‑on CE consultant who takes pride in the quality of your support and wants to work within a team that truly goes beyond for its customers.

Bring your personality to your application. We value the human connection and take the time to read all our CVs - despite how helpful AI can be.