Bengaluru, Karnataka
Job Summary
Senior D365 CE Techno-Functional Consultant
Provide L2 support for D365 CE Customer Insights – Journeys (Marketing) including campaigns, segments, and customer journeys
Troubleshoot and resolve application issues, campaign failures, and integration defects
Own incidents end-to-end with SLA adherence and stakeholder communication
Collaborate with L3 vendors and Microsoft support for complex issues
Understand the existing functional and technical specifications (FDD/TDD) and provide business solutions
Configure and customize customer journeys, triggers, segmentation, and marketing automation
Develop and support integrations using APIs, Dataverse, and Power Platform
Drive end-to-end solution design for Customer Insights – Journeys, balancing business requirements with platform constraints and global template standards
Lead incident analysis and functional resolution for complex marketing journeys, segmentation, and campaign orchestration issues with ownership through closure
Key Responsibilities
Validate and guide implementation of powerful automation (Journeys + Power Platform) ensuring scalability and compliance with enterprise governance
Collaborate with technical teams to ensure customizations, integrations, and configurations are upgrade-safe and aligned with D365 release cycles
Deliver impact analysis, functional RCA, and continuous improvement recommendations for recurring issues across markets
Ensure solutions comply with global templates and governance standards
Deliver change requests including analysis, development, testing, and deployment
Manage backlog items and continuous enhancement delivery
Support D365 upgrades and release cycles with impact analysis and regression testing
Execute unit testing
Support UAT cycles, defect triage, and ensure high-quality releases
Perform root cause analysis (RCA) for critical incidents and maintain KEDB
Drive proactive improvements to reduce recurring incidents and improve stability
Coordinate with integration and third-party systems for issue resolution
Participate in governance calls, service reviews, and global team collaboration
Work in multi-region support model (EMEA/NA) with shift and on-call coverage
Ensure proper documentation, compliance, and audit readiness for all changes
Monitor performance and continuously improve application reliability and user experience
Skill Requirements
Validate and guide implementation of powerful automation (Journeys + Power Platform) ensuring scalability and compliance with enterprise governance
Collaborate with technical teams to ensure customizations, integrations, and configurations are upgrade-safe and aligned with D365 release cycles
Deliver impact analysis, functional RCA, and continuous improvement recommendations for recurring issues across markets
Ensure solutions comply with global templates and governance standards
Deliver change requests including analysis, development, testing, and deployment
Manage backlog items and continuous enhancement delivery
Support D365 upgrades and release cycles with impact analysis and regression testing
Execute unit testing
Support UAT cycles, defect triage, and ensure high-quality releases
Perform root cause analysis (RCA) for critical incidents and maintain KEDB
Drive proactive improvements to reduce recurring incidents and improve stability
Coordinate with integration and third-party systems for issue resolution
Participate in governance calls, service reviews, and global team collaboration
Work in multi-region support model (EMEA/NA) with shift and on-call coverage
Ensure proper documentation, compliance, and audit readiness for all changes
Monitor performance and continuously improve application reliability and user experience
Other Requirements
1.Microsoft Certified1.Dynamics 365 + Power Platform Solution Architect Expert certification is preferred
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