Customer Success Engineer

The Cloud Solution Architect for D365 will support customers through focused technical engagements aimed at improving the health, performance, and success of their Dynamics 365 and Power Platform implementations. The role combines deep technical expertise across Dynamics 365 Customer Engagement: Dynamics 365 Sales, Service, and Field Service, Microsoft Dataverse, and the broader Power Platform with strong consulting skills to educate customers, guide solution architecture, and proactively assess their environments. They will leverage product knowledge, administration experience, and training delivery capability to help customers optimize, and modernize their Dynamics 365 solutions.

This role requires the ability to assess Dynamics 365 applications, integrations, governance processes, and platform configurations end‑to‑end, identifying risks, aligning implementations to best practices, and delivering clear, actionable recommendations that improve system reliability, health, performance, and long‑term maintainability. The engineer must work collaboratively with customer stakeholders and internal teams, strengthen platform configuration, and support customer success through repeatable, high‑quality service delivery.

Key responsibilities

• Assess customer Dynamics 365 Customer Engagement and Power Platform implementations across architecture, configuration, integrations, and environment setup.

• Ability to assess Dynamics 365 and Power Platform security and access models, including security roles, Business Units, teams, and user permissions.

• Evaluate the effectiveness of customer health, operational processes and environment administration practices.

• Conduct in‑depth technical analysis of Dynamics 365 Customer Engagement apps, Dataverse structures, and app configuration.

• Review and enhance customer solution quality by contributing feedback to offering, validating implementation patterns, and strengthening application health through best‑practice guidance.

• Identify risks, blockers, misconfigurations, and performance issues across D365 Customer Engagement infrastructure, customizations (plugins, workflows, JavaScript, C#), data models, integrations, and overall environment health.

• Recommend improvements aligned with Microsoft best practices for Dynamics 365, Dataverse, Power Apps, Power Automate, platform governance, ALM processes, and enterprise CRM modernization.

• Deliver professional, customer‑facing documentation summarizing health assessment findings, environment configuration reviews, and recommended next steps for long‑term platform success.

Required Qualifications

Minimum 5+ years of hands-on experience in the following areas:

Up to date product knowledge and familiarity with Dynamics 365 modules

• Dynamics 365 Sales

• Dynamics 365 Customer Service

• Dynamics 365 Field Service

• Up to date knowledge on the foundational technologies for Dynamics 365 and the Power Platform

- Dataverse

- Power Apps

- Power Automate

- Power Platform admin center

• Model Driven app Administration, Customization and Integration experience

• Proven ability to assess and design effective Major Incident Response Plans (MIRPs) that align with operational SLAs and business risk tolerances.

• Experience in business continuity planning, incident response coordination, and process maturity assessments.

• Excellent communication and documentation skills for technical and executive stakeholders.

• Background in technical consulting or assessment-based delivery engagements.

Preferred qualifications

• Familiarity with compliance frameworks such as ISO 22301, NIST SP 800-34, or SOC 2 Type II in the context of operational resilience.

• Application Lifecycle Management for Dynamics 365 & Power Platform apps & solutions

• Prior experience supporting regulated industries (e.g., finance, healthcare, government) with stringent uptime, data protection, or continuity mandates.

Certifications

• Power Platform Model App Certification PL-7003 or relevant experience

• Dynamics 365 Fundamentals (CRM) MB-910 or relevant experience

• One of the following or relevant experience:

- Dynamics 365 Customer Experience Analyst MB-280

- Dynamics 365 Field Service Functional Consultant MB-240

Preferred

• Power Automate PL-200 Power Platform Functional Consultant Associate or relevant experience.

Others

• Permanent Resident | Australian Citizen
• Start immediately