MS Dynamics CRM Support Engineer / Dynamics 365 CE Support Engineer
5 to 7 Years
Chennai / Bangalore / Hyderabad / Pune (Hybrid/Onsite)
Job Summary
We are seeking an experienced Microsoft Dynamics CRM Support Engineer with 5–7 years of expertise in supporting, maintaining, and enhancing Microsoft Dynamics 365 Customer Engagement (CE) applications. The ideal candidate should possess strong experience in CRM support operations, data management, bulk operations, reporting, integrations, troubleshooting, and stakeholder coordination.
The role requires hands-on experience in managing CRM data quality, deduplication processes, validation activities, bulk uploads/updates, and coordination with internal and external systems.
Key Responsibilities
- Provide L2/L3 production support for Microsoft Dynamics CRM / Dynamics 365 CE applications.
- Troubleshoot and resolve application, workflow, plugin, and integration issues within SLA timelines.
- Support CRM modules such as Sales, Customer Service, Marketing, and Case Management.
- Configure and customize entities, forms, dashboards, workflows, business rules, and security roles.
- Perform root cause analysis (RCA) for recurring incidents and implement preventive solutions.
- Coordinate with business users, vendors, and technical teams for issue resolution and enhancements.
Data Management Responsibilities
- Manage CRM data quality and deduplication activities across internal and external systems.
- Understand and work with external data formats such as Excel files, CSV files, or third-party system integrations.
- Validate whether personal/sensitive data is involved during data processing activities.
- Configure and maintain duplicate detection and deduplication rules within Dynamics 365 CE.
- Ensure data governance standards and compliance requirements are followed.
- Perform validation of data received from internal systems before updates or migrations.
- Coordinate with business stakeholders to clarify validation requirements and acceptance criteria.
- Ensure data accuracy, completeness, and consistency across systems.
- Execute bulk uploads and bulk data update activities in Dynamics CRM environments.
- Validate incoming data prior to performing bulk operations.
- Coordinate with stakeholders to identify data owners and approvers before executing updates.
- Handle updates involving personal or sensitive business data with proper governance controls.
- Support bulk updates originating from internal systems as well as third-party/external systems.
- Support broker realignment activities including reassignment, territory updates, ownership changes, and related CRM data updates.
- Coordinate with business teams to validate alignment rules and ensure accurate implementation.
- Support Focus 40 related CRM activities and enhancements.
- Work with stakeholders to gather and clarify requirements associated with Focus 40 processes and reporting.
Reporting & Analytics
- Generate and maintain CRM operational and business reports.
- Develop reports using SSRS, FetchXML, Power BI, or Excel-based reporting solutions.
- Work with stakeholders to understand reporting requirements, formats, and delivery expectations.
- Ensure data accuracy and consistency in generated reports.
Integration & Technical Support
- Support integrations between Dynamics CRM and internal/external systems.
- Monitor API integrations, middleware platforms, and data synchronization processes.
- Support deployment, release management, and environment maintenance activities.
- Participate in system upgrades, patching, and regression testing activities.
Required Skills
- Strong experience in Microsoft Dynamics CRM / Dynamics 365 CE support.
- Hands-on experience in CRM customization, workflows, plugins, and business rules.
- Good understanding of CRM data management, deduplication, and bulk data handling.
- Experience with Power Platform components (Power Automate, Power Apps) is preferred.
- Knowledge of SQL Server, FetchXML, SSRS, and Power BI.
- Familiarity with integrations, APIs, and third-party systems.
- Strong troubleshooting and analytical skills.
- Experience working in ITIL/support environments with ticketing tools like ServiceNow/JIRA.
- Excellent communication and stakeholder management skills.
Preferred Qualifications
- Bachelor’s degree in Computer Science, IT, or related field.
- Microsoft Dynamics 365 certifications preferred.
- Experience in BFSI/Insurance domain is an added advantage.
Nice to Have
- Azure DevOps / CI-CD exposure
- Data migration tools experience
- Knowledge of security and compliance standards
- Exposure to Agile/Scrum methodologies
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