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Overview
RSM US India (USI) 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. RSM is 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].
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