Senior Dynamics Customer Experience Consultant (Remote)

Senior Dynamics Customer Experience Consultant | Microsoft |Australia

Overview

Senior Dynamics Customer Experience Consultant | Microsoft | Australia

Overview

At Microsoft, our core mission is empowering every person and every organization on the planet to achieve more. Industry Solutions (IS) is a global organization of over 16,000 strategic sellers, industry experts, elite engineers, architects and consultants, who along with delivery experts are working together to bring Microsoft’s mission of empowerment – and cutting-edge technology – to life for the world’s most influential customers. We are on the front lines of innovation, working side-by-side with customers to drive value across the entirety of their digital transformation journey. Our team prides itself on embracing a growth mindset, inspiring excellence, and encouraging everyone to share their unique viewpoints and be their authentic selves.

We are seeking a highly skilled and experienced Senior Dynamics 365 Customer Experience Consultant to join our Industry Solutions Delivery (ISD) team. In this role, you will be responsible for leading the design and implementation of innovative solutions that leverage Dynamics 365 Customer Engagement to meet our clients’ business needs. You will collaborate with cross-functional teams, including marketing, IT, and customer service, to ensure the successful delivery of projects. The ideal candidate will have a deep understanding of Dynamics 365 CE, strong problem-solving skills, and the ability to communicate complex technical concepts to non-technical stakeholders.

Qualifications

Required/Minimum Qualifications

Bachelor’s degree in computer science, Engineering, Finance, Business, or related field AND 6 + years leadership experience in relevant area of business

OR equivalent experience.

Proven experience in implementing and managing Dynamics 365 Customer Engagement solutions, with a deep understanding of its capabilities and functionalities.
Strong technical skills in Dynamics 365 CE, including customisation, configuration, and integration with other Microsoft technologies.
Relevant certifications such as Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate or similar.

Additional or Preferred Qualifications

12+ years leadership experience in relevant area of business.

Technical certifications based on domain/service line (e.g., Azure, Security, Dynamics).

Delivery Management certification (e.g., Scrum, Agile, Change Management, Project Management).

Responsibilities

Pre-Sales Support

Collaborate with internal stakeholders to provide technical guidance, shape deals, and influence budget estimates. Engage directly with customers to close deals and ensure technical quality assurance.
Provide input on staffing and skill requirements for delivery to Resource Deployment, Technical Delivery Managers, and Project Managers.

Technical Delivery

Follow the capacity process outlined by the Resource, Insights, Capacity, and Capability (RICC) team, maintaining tools with up-to-date skills and availability.
Lead meetings with customers and partners to identify business needs and create a vision, mapping requirements to Microsoft technology solutions.
Collaborate with subject matter experts in project planning, assessing technical and business risks, and developing mitigations. Manage schedules and communicate with project leads, generating and delivering Work Breakdown Structures (WBS).
Provide oversight and leadership on work streams or partner teams to implement solutions, ensuring alignment with Industry Solutions processes and customer/partner business goals.
Manage complex escalations, analyse situations, and coordinate resources to resolve issues, considering cost implications and engaging with internal and external stakeholders as needed.
Proactively manage executive-level relationships to identify satisfaction drivers, determine root causes of dissatisfaction, and establish recovery actions. Work with the account team to ensure a unified approach and share lessons learned with the workgroup and consultant community.

Intellectual Property Management

Act as an ambassador for intellectual property (IP) by identifying new IP needs, updating content, and ensuring it is logged for consumption.
Review IP for harvest and curation, contributing to a consistent approach in using and managing resources.
Improve the quality of Industry Solutions offerings and collaborate with portfolio and solution teams by providing feedback.

Business Development

Drive opportunities to expand or accelerate the adoption and consumption of cloud and Microsoft technologies.
Collaborate with peers and other teams (e.g., Sales, account-aligned team) to scale the business with high-stake or strategic customers by developingvalue propositions for Microsoft products and services.
Drive innovation and digital transformation, ensuring the use of existing intellectual property (IP).

Readiness

Learn new technologies or services based on business demands and industry trends, obtaining relevant accreditations and certifications as advised by the domain leadership team.
Identify certifications and readiness plans in partnership with Worldwide Learning.
Lead or participate in relevant technical communities and conduct training sessions to evangelise technology and offerings.
Mentor team members and act as a technical advisor for stakeholders by providing thought leadership, articulating solutions value, and outcomes of business strategies.

Operational Excellence

Complete operational tasks and ensure timeliness and accuracy.
Lead by example and guide team members on operational tasks, readiness, and compliance.

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work.