Microsoft Certified Trainer Dynamics 365 Customer Engagement

3 weeks ago

Pune, India ITC WORLDWIDE Full time

About ITC Worldwide

ITC Worldwide is a global leader in delivering high-impact technology training and consultancy services. We specialize in empowering professionals and organizations through expert-led instruction in platforms such as Microsoft, AWS, Atlassian, IBM, and Oracle. Our mission is to foster innovation and operational excellence through education.

Role Overview

We are seeking a certified and experienced Microsoft Certified Trainer (MCT) with expertise in Dynamics 365 Customer Engagement . The ideal candidate will lead corporate workshops focused on CRM transformation, customer experience optimization, and certification prep across Sales, Marketing, and Customer Service modules.

Key Responsibilities

  • Deliver official Microsoft training courses for MB-210 (Sales), MB-220 (Marketing), and MB-230 (Customer Service).
  • Facilitate hands-on labs and scenario-driven workshops for CRM, CX, and service teams.
  • Customize training programs to align with industry-specific CRM workflows and KPIs.
  • Provide certification preparation including mock exams and practical exercises.
  • Offer post-training support for CRM adoption, reporting, and ROI optimization.
  • Align training delivery with enterprise customer engagement strategies and digital transformation goals.


Certification Preparation

The Customer Engagement trainer will lead certification-focused training for MB-210, MB-220, and MB-230, integrated with ITCs enterprise CRM enablement strategy:

  • Pre-assessment diagnostics and learner readiness evaluations.
  • Structured learning paths with Microsoft Learn content and CRM simulations.
  • Practice exams and customer journey mapping exercises tailored to industry scenarios.
  • Exam strategy workshops covering CRM-specific question formats and time management.
  • Post-training support including mentoring and access to CRM learning communities.

MB-210: Focus on lead/opportunity management, pipeline reporting, and CRM configuration.

MB-220: Emphasis on campaign automation, segmentation, and marketing analytics.

MB-230: Deep dive into case management, service-level agreements, and omnichannel support.

Required Skills and Qualifications

  • Valid Microsoft Certified Trainer (MCT) credential with MB-210, MB-220, and MB-230 certifications.
  • Minimum of 5 years of experience in CRM implementation, customer experience, or Dynamics 365.
  • Proven track record of delivering Microsoft training and consulting engagements.
  • Strong understanding of customer journey design, CRM analytics, and service automation.
  • Excellent presentation, communication, and interpersonal skills.
  • Experience in instructional design and adult learning methodologies.
  • Ability to adapt training delivery to different learning styles and technical levels.
  • Willingness to travel for on-site training engagements.
  • Bachelors degree in Business, Marketing, or a related field.


Preferred Skills

  • Experience with Dynamics 365 Sales, Marketing, and Customer Service modules.
  • Familiarity with Power Platform integrations and customer data platforms (CDPs).
  • Ability to create multimedia and interactive training content.
  • Experience in course development, examination, and assessment.


Professional Development

As part of ITC Worldwide, youll gain access to continuous learning opportunities, collaborate with top-tier instructors, and contribute to shaping the future of enterprise technology education through Microsoft platforms.

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