Microsoft Customer Engagement Manager

We are the leading provider of professional services to the middle market globally, our purpose is to instill confidence in a world of change, empowering our clients and people to realize their full potential. Our exceptional people are the key to our unrivaled, inclusive culture and talent experience and our ability to be compelling to our clients. You’ll find an environment that inspires and empowers you to thrive both personally and professionally. There’s no one like you and that’s why there’s nowhere like RSM.

Overview

RSM US Integrated Services India Private Limited supports RSM US LLP’s Risk Consulting, Transaction Advisory, Technical Accounting, Financial Consulting, Technology and Management Consulting, Tax, and Assurance practices by providing access to highly skilled professionals for scalable and repeatable business processes across an extended business day. USI is a member of RSM International, the sixth largest global network of independent accounting, tax, and consulting firms.

Dynamics 365 Customer Engagement - Functional Manager

RSM’s Dynamics 365 Customer Engagement (Dynamics 365 CE) practice is a team of highly specialized, multi-disciplinary professionals delivering innovative Microsoft business application solutions for global clients.

RSM is seeking a Dynamics 365 Customer Engagement (CE) Functional Manager who blends deep, hands-on configuration and customization experience with the leadership skills to run multiple concurrent engagements. The ideal candidate brings end-to-end mastery of the Dynamics 365 CE suite and the Microsoft Power Platform, sound solution architecture judgment, strong client presence, and a passion for growing the next generation of consultants. This role is a true player-coach: you will partner directly with US-based leaders, shape solutions on the whiteboard, and actively mentor and coach a team of Supervisors, Senior Associates, and Associates.

Key Responsibilities

• Hands-on configuration, customization, and implementation experience of Microsoft Dynamics 365 Customer Engagement applications and the Power Platform to meet complex client business needs
• Translate complex business problems into clear functional specifications, solution designs, and architecture recommendations across CE, integrations, and the broader Microsoft cloud
• Own functional and architectural integrity across all phases of the project lifecycle - discovery, design, build, test, deployment, and post-go-live support
• Lead and oversee multiple concurrent Dynamics 365 CE engagements, owning delivery quality, risk, and outcomes across a portfolio of projects
• Serve as a trusted advisor to US-based engagement leaders and client stakeholders, managing priorities, timelines, escalations, and deliverables across time zones
• Facilitate design reviews, demos, and solution walkthroughs with confidence and clarity
• Review and quality-assure work products - including configuration, customization, testing, and documentation
• Direct data migration, integrations, security model design, and ALM strategy (solutions, pipelines, managed environments) across engagements
• Coach, mentor, and develop junior talent across the team; provide performance feedback, career guidance, and hands-on knowledge transfer
• Support post-go-live activities including hypercare, enhancements, governance, and continuous improvement
• Champion delivery excellence, documentation standards, and a great client experience on every engagement

Required Qualifications

• 10+ years of hands-on functional experience implementing Microsoft Dynamics 365 Customer Engagement
• Demonstrated experience leading multiple concurrent Dynamics 365 CE projects to successful delivery in a consulting environment
• Strong, hands-on configuration and customization expertise across the Dynamics 365 CE suite, including:
  • Customer Service
  • Contact Center / Omnichannel
  • Sales
  • Customer Insights - Journeys
  • Field Service
  • Project Operations
• Hands-on experience with the Microsoft Power Platform, including:
  • Power Automate
  • Power Pages
  • Copilot Studio
  • Power BI
  • Power Apps

• Proven solution design and architecture experience across CE, integrations, and surrounding Microsoft cloud services
• Strong business process mapping and requirements analysis skills across various Dynamics 365 CE apps
• Experience with environment and ALM management (solutions, pipelines, managed environments)
• Demonstrated ability to mentor, coach, and develop junior consultants and grow high-performing teams
• Excellent written and verbal communication skills in English, with strong executive presence
• Experience working in global delivery models and collaborating with onshore/offshore stakeholders
• Proven ability to manage competing priorities, navigate ambiguity, and consistently meet delivery commitments

Certifications (Strongly Preferred)

• Microsoft Dynamics 365 certification(s)
• Power Platform certification(s)
• Actively pursuing and maintaining Microsoft certifications is highly encouraged and supported

At RSM, we offer a competitive benefits and compensation package for all our people. We offer flexibility in your schedule, empowering you to balance life’s demands, while also maintaining your ability to serve clients. Learn more about our total rewards at https://rsmus.com/careers/india.html.

RSM does not tolerate discrimination and/or harassment based on race; colour; creed; sincerely held religious beliefs, practices or observances; sex (including pregnancy or disabilities related to nursing); gender (including gender identity and/or gender expression); sexual orientation; HIV Status; national origin; ancestry; familial or marital status; age; physical or mental disability; citizenship; political affiliation; medical condition (including family and medical leave); domestic violence victim status; past, current or prospective service in the Indian Armed Forces; Indian Armed Forces Veterans, and Indian Armed Forces Personnel status; pre-disposing genetic characteristics or any other characteristic protected under applicable provincial employment legislation.

Accommodation for applicants with disabilities is available upon request in connection with the recruitment process and/or employment/partnership. RSMis committed to providing equal opportunity and reasonable accommodation for people with disabilities. If you require a reasonable accommodation to complete an application, interview, or otherwise participate in the recruiting process, please send us an email at [email protected].