Microsoft Customer Engagement Senior Associate

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 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

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 careers@rsmus.com.