At TTEC Digital, we coach clients to ensure their employees feel valued, and fully supported, because an amazing customer experience is an employee first process. Our vision is the same, a place where employees know they can thrive.
Position Purpose
The Senior Dynamics 365 & Power Platform Consultant will play a critical role in supporting, enhancing, and maintaining enterprise Microsoft solutions within a global managed services environment. This position focuses on production support, solution advisory, and technical leadership, ensuring high-quality delivery across Dynamics 365 and Power Platform ecosystems while guiding team members and resolving complex issues.
Key Responsibilities
- Act as a technical consultant and lead for Dynamics 365 and Power Platform solutions in production environments.
- Own and resolve complex L3/L4 production issues through effective triage and root cause analysis.
- Guide and mentor team members handling incidents, service requests, and minor enhancements.
- Support and enhance Microsoft CCaaS (Omnichannel) solutions including routing, workstreams, and agent experience.
- Design, implement, and support integrations using Azure services such as Logic Apps and Functions.
- Review code, configurations, and fixes to ensure performance, scalability, and security.
- Leverage AI-assisted tools like GitHub Copilot and Power Platform Copilot to improve efficiency and quality.
- Participate in global support operations including night/rotational shifts and on-call duties.
- Ensure SLA adherence and timely resolution of high-priority incidents.
Technical Expertise
- Strong hands-on experience with Dynamics 365 (CRM).
- Deep expertise in Power Platform including Canvas Apps, Model-driven Apps, Power Automate, and PCF.
- Experience in handling production support environments (AMS/Managed Services).
- Strong knowledge of Microsoft Omnichannel / CCaaS solutions.
- Proficiency in Azure integration services (Logic Apps, Functions, Dataverse APIs).
- Experience with code reviews, debugging, and performance optimization.
- Familiarity with AI-assisted development tools (GitHub Copilot, Copilot Studio).
Competency
- Strong analytical and problem-solving skills.
- Excellent communication and stakeholder management abilities.
- Ability to work in a fast-paced global support environment.
- Leadership skills with the ability to guide and mentor teams without direct authority.
- High ownership and accountability for production issues and deliverables.
- Adaptability to rotational shifts and on-call support requirements.
- Shift: Night / Rotational (Global Support Model)
Technology Stack
- Microsoft Dynamics 365 (CRM)
- Microsoft Power Platform (Canvas Apps, Model-driven Apps, Power Automate, PCF)
- Microsoft Omnichannel / CCaaS
- Azure Services (Logic Apps, Functions, Dataverse APIs)
- .NET / C#
- Git, Azure DevOps (CI/CD, ALM)
- AI Tools (GitHub Copilot, Copilot Studio, Power Platform Copilot)
Education, Experience and Certification
- Bachelor’s degree in Computer Science, Information Technology, or related field.
- 6–8 years of relevant experience in Dynamics 365 and Power Platform.
- Experience working in Managed Services / AMS support environments.
- Microsoft certifications in Dynamics 365, Power Platform, or Azure are preferred
TTEC Digital and our 1,800+ employees, pioneer engagement and growth solutions that fuel the exceptional customer experience (CX). Our sister company, TTEC Engage, is a 60,000+ employee service company, with customer service representatives located around the world. TTEC Holdings Inc. is the parent company for both Digital and Engage. When clients have a holistic need, they can draw from these independently managed centers of excellence, TTEC Digital and TTEC Engage.
We are also delighted to share that TTEC has been awarded the Great Place To Work 2024-2025 certification based on outstanding employee experience across 14 countries.
TTEC is a proud equal opportunity employer where all qualified applicants will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, national origin, disability. TTEC has fully embraced and is committed to expanding our diverse and inclusive workforce. We strive to reflect the communities we serve while delivering amazing service and technology centered around humanity.
Rarely do applicants meet all desired job qualifications, so if you feel you would succeed in the role above, please take a moment and share your qualifications.
