Working Hours:40 Hours a week.
Rotational On call support during non-business hours and Monthly Once Sunday Production Deployment Support.
Job Summary:
The Level 3 Dynamics 365 CRM Developer will provide technical support, troubleshooting, and system maintenance for Dynamics 365 Customer Engagement applications. This role serves as the escalation point for the Level 2 support team and requires close collaboration with Functional teams, Level 2 Support, and Customer teams to optimize system performance and ensure a seamless end-user experience. The ideal candidate will have extensive experience in large-scale Dynamics 365 CE development and support projects, including external integrations. They should be self-driven and possess expertise in managing production environments to enhance operational efficiency and implement improvements.
Key Responsibilities:
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Provide Level 3 support for Dynamics 365 CE, resolving issues escalated from the Level 2 support team.
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Troubleshoot system performance issues, data inconsistencies, and configuration errors within Dynamics 365 CE.
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Perform root cause analysis on recurring problems and recommend system enhancements or changes.
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Perform code fixes escalated from the Level 2 team and ensure unit test cases are updated to prevent future issues.
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Develop and deliver optimal technical designs for enhancements raised by customers and oversee delivery through Design, Development, Testing, and Deployment across SIT, UAT, and Production environments.
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Manage the Azure DevOps CI/CD pipeline for Dynamics 365 CE solution deployments across Dev, SIT, UAT, and Production environments.
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Manage and perform monthly releases to the production environment during non-business hours, ensuring system stability after each release.
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Document support activities, resolutions, and best practices for future reference and knowledge sharing.
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Stay current with Dynamics 365 CE updates, new features, and industry best practices.
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Engage in proactive system monitoring and preventative maintenance to identify and resolve potential issues before they impact users.
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Collaborate with cross-functional teams, including business analysts and project managers, to gather requirements and align solutions with business goals.
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Provide training and technical guidance to Level 2 support teams to enhance their troubleshooting and resolution capabilities.
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Generate and analyze system performance and support metrics to identify trends and recommend long-term improvements.
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Contribute to disaster recovery planning and ensure backups are functional and meet recovery objectives.
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Ensure compliance with security protocols and data protection regulations when implementing system changes or integrations.
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Engage with the Level 2 Team to provide feedback on operational improvements and understand upcoming releases.
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Communicate effectively with stakeholders at all levels to provide regular updates on progress, challenges, and resolutions.
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Be available as an on-call support engineer on a rotational basis during non-business hours to support critical production incidents.
Qualifications:
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10+ years of hands-on experience supporting and troubleshooting Dynamics 365 Customer Engagement (CE) applications.
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Strong knowledge of Dynamics 365 CE modules
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Experience with system configurations, customizations, workflows, Azure integrations and Power Automate within the Dynamics 365 CE environment.
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Experience with JavaScript, C#, Plugins, Custom Workflows, and Web Resources in Dynamics 365 CE..
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Strong knowledge of Power Platform, including Power Automate, Power Apps, and Power BI.
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Experience with Dataverse, Custom APIs, and external system integrations using REST APIs, OData, or SOAP.
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In-depth understanding of Dynamics 365 Solution Management, including managed and unmanaged solutions.
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Experience in developing in Azure integrations such as Service Bus, LogicApps, Functions etc.
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Strong problem-solving skills, with the ability to troubleshoot technical and functional issues independently.
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Proficiency in managing Azure DevOps pipelines for CI/CD and version control.
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Experience with automated testing frameworks and tools for Dynamics 365 CE
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Proficiency in data migration and management using tools like KingswaySoft, Scribe, or Data Export Service.
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Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users.
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Microsoft Dynamics 365 certifications are a plus but not required.
Preferred Skills:
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Experience working in an ITIL-based support environment.
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Having experience with web development using React Native is an added advantage.
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Familiarity with GDPR, data security, and compliance requirements within Dynamics 365 implementations.
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Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced environment.
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Experience working in cross-functional teams
