About the job
At TTEC Digital, we empower organizations by coaching them to ensure their employees feel valued and fully supported, as we believe that an outstanding customer experience starts with a satisfied employee. Our vision is to create an environment where employees can truly thrive.
Position Overview
The Senior Consultant for Microsoft Dynamics 365 & Power Platform will be pivotal in supporting, enhancing, and maintaining enterprise-level Microsoft solutions within a global managed services framework. This role emphasizes production support, solution advisory, and technical guidance, aimed at guaranteeing the delivery of high-quality outcomes across Dynamics 365 and Power Platform ecosystems, while also mentoring team members and addressing complex challenges.
Key Responsibilities
- Serve as a technical consultant and lead for Dynamics 365 and Power Platform solutions within production settings.
- Take ownership of and resolve intricate L3/L4 production issues via effective triage and root cause analysis.
- Guide and mentor team members managing incidents, service requests, and minor enhancements.
- Enhance and support Microsoft CCaaS (Omnichannel) solutions, including routing, workstreams, and agent experiences.
- Design, implement, and maintain integrations leveraging Azure services such as Logic Apps and Functions.
- Review code, configurations, and fixes to ensure optimal performance, scalability, and security.
- Utilize AI-assisted tools like GitHub Copilot and Power Platform Copilot to enhance efficiency and quality.
- Engage in global support operations, including night/rotational shifts and on-call responsibilities.
- Ensure adherence to SLAs and timely resolution of high-priority incidents.
Technical Expertise
- Extensive hands-on experience with Dynamics 365 (CRM).
- Proficiency in managing Power Platform applications and integrations.
