Microsoft Dynamics Customer Engagement Manager

Your Journey at Crowe Starts Here:

At Crowe, you can build a meaningful and rewarding career. With real flexibility to balance work with life moments, you're trusted to deliver results and make an impact. We embrace you for who you are, care for your well-being, and nurture your career. Everyone has equitable access to opportunities for career growth and leadership. Over our 80-year history, delivering excellent service through innovation has been a core part of our DNA across our audit, tax, and consulting groups. That's why we continuously invest in innovative ideas, such as AI-enabled insights and technology-powered solutions, to enhance our services. Join us at Crowe and embark on a career where you can help shape the future of our industry.

Job Description:

Microsoft Dynamics Customer Engagement Consultant
Practice Area: Microsoft + Dynamics / Customer Engagement (CRM) Consulting

Your Journey at Crowe Starts Here

At Crowe, you'll help clients transform their customer-facing operations through Microsoft Dynamics 365 Customer Engagement (CE). We combine deep industry specialization with technology expertise to deliver real value—optimizing business processes, improving customer experiences, and enabling scalable technology solutions. If you're someone passionate about bridging business and technology and delivering high-impact CRM implementations, this is your role.

What You'll Do

• Lead and/or support full lifecycle implementations of Microsoft Dynamics 365 CE, including requirement gathering, solution design, configuration, testing, deployment, and post-go live support.
• Work with clients (Sales, Customer Service, Marketing, Field Service, etc.) to understand customer journey / customer engagement process flows, pain points, desired outcomes; translate business requirements into CE configurations or enhancements.
• Define functional specifications, design business process maps, and develop best practices around customer-facing operations.
• Provide guidance on Dynamics CE features: entities, forms, views, business rules, workflows / Power Automate flows, security model, integrations, data migrations.
• Collaborate with technical teams (developers, integration specialists, data engineers) to ensure non-standard requirements are addressed with high quality solutions.
• Lead / assist training, change management, user acceptance testing, and cutover to the new system.
• Serve as subject-matter expert for CE within client engagements, helping deliver recommendations for improving operating model, user adoption, extensibility, scalability.
• Contribute to internal initiatives: share lessons learned, develop accelerators / templates, help grow Crowe's CE capabilities.

What We're Looking For

Required Qualifications:

• Proven experience implementing Microsoft Dynamics 365 Customer Engagement (CRM) solutions in roles where you handled functional discovery, configuration, customer process design.
• Strong understanding of customer lifecycle / customer engagement processes (e.g. sales pipeline management, service case management, marketing automation, omnichannel service, field service).
• Solid hands-on skills in configuring Dynamics CE: entities, workflows/business rules, security, integration points, data migrations.
• Excellent ability to engage with stakeholders across levels (end users, managers, executives), facilitating workshops, gathering requirements, and driving consensus.
• Strong communication skills—both verbal and written. Ability to document functional designs, test plans, training materials clearly.
• Experience with Power Platform tools (Power Automate, Power Apps, Power BI) is a plus.

Preferred Qualifications:

• Microsoft certifications relevant to CE / CRM (e.g., MB-200 / MB-210 / related).
• Experience working in a consulting environment, with multi-client, multi-industry exposure.
• Familiarity with change management, user adoption best practices.
• Experience with integrating CE with ERP or other enterprise systems.
• Comfortable with moderate travel (if role demands on-site client work).

We expect the candidate to uphold Crowe's values of Care, Trust, Courage, and Stewardship. These values define who we are. We expect all of our people to act ethically and with integrity at all times.

Our Benefits:
At Crowe, we know that great people are what makes a great firm. We value our people and offer employees a comprehensive benefits package. Learn more about what working at Crowe can mean for you

How You Can Grow:
We will nurture your talent in an inclusive culture that values diversity. You will have the chance to meet on a consistent basis with your Career Coach that will guide you in your career goals and aspirations. Learn more about where talent can prosper

More about Crowe:

C3 India Delivery Centre LLP formerly known as Crowe Howarth IT Services LLP is a wholly owned subsidiary of Crowe LLP (U.S.A.), a public accounting, consulting and technology firm with offices around the world. Crowe LLP is an independent member firm of Crowe Global, one of the largest global accounting networks in the world. The network consists of more than 200 independent accounting and advisory firms in more than 130 countries around the world.

Crowe does not accept unsolicited candidates, referrals or resumes from any staffing agency, recruiting service, sourcing entity or any other third-party paid service at any time. Any referrals, resumes or candidates submitted to Crowe, or any employee or owner of Crowe without a pre-existing agreement signed by both parties covering the submission will be considered the property of Crowe, and free of charge.