[Remote] D365 CE Principal Consultant
Note: The job is a remote job and is open to candidates in USA. Infosys is a global leader in next-generation digital services and consulting, seeking a highly skilled Principal Consultant for bolthires Dynamics CRM Support. This role involves managing support operations, providing architectural guidance, and leading cross-functional teams to troubleshoot complex issues and design scalable solutions.
Responsibilities
- Lead the CRM support team, ensuring timely and effective resolution of incidents and service requests.
- Manage escalations, perform Root Cause Analysis (RCA), and implement long-term fixes for recurring issues.
- Define and monitor SLAs, KPIs, and support quality standards.
- Maintain and evolve support documentation, SOPs, and knowledge base articles.
- Provide architectural guidance for CRM solutions, ensuring scalability, performance, and maintainability.
- Design and review customizations, integrations, and workflows across cloud and on-prem environments.
- Collaborate with enterprise architects and technical leads to align CRM architecture with broader IT strategy.
- Participate in solution design for new features, enhancements, and system upgrades.
- Support both cloud-based (D365) and on-premises CRM deployments, including IIS, SQL Server, Active Directory, and custom integrations.
- Work with tools such as Azure DevOps, Power Platform, LCS, and monitoring dashboards.
- Lead release management activities including planning, testing, deployment, and post-release support.
- Mentor junior consultants and foster a culture of technical excellence and accountability.
- Act as a trusted advisor to business stakeholders, translating operational needs into technical solutions.
- Coordinate with development, infrastructure, and business teams to ensure seamless CRM operations. Skills
- Candidate can be located anywhere in the US. This position will require travel to project locations.
- Bachelor’s degree or foreign equivalent required from an accredited institution in Computer Science/ Information Systems Management or related field required. Will also consider three years of progressive experience in the specialty in lieu of every year of education.
- 11 years of experience in bolthires Dynamics CRM, with deep expertise in Sales and Service modules.
- Strong experience in CRM architecture, solution design, and technical leadership.
- Hands-on experience with on-prem CRM infrastructure and cloud-based D365.
- Guide team for Power Platform support, including Power Automate, Power Apps, and Dataverse integrations.
- Proven track record in bug fixing, RCA, and support operations.
- Excellent communication, stakeholder management, and team leadership skills.
- bolthires Certified: Dynamics 365 Sales Functional Consultant Associate
- bolthires Certified: Dynamics 365 Customer Service Functional Consultant Associate
- bolthires Certified: Power Platform Solution Architect Expert
- ITIL Foundation or equivalent Benefits
- Medical/Dental/Vision/Life Insurance
- Long-term/Short-term Disability
- Health and Dependent Care Reimbursement Accounts
- Insurance (Accident, Critical Illness, Hospital Indemnity, Legal)
- 401(k) plan and contributions dependent on salary level
- Paid holidays plus Paid Time Off Company Overview
- Infosys is a technology company that offers consulting, outsourcing, cloud infrastructure, program management, and software services. It was founded in 1981, and is headquartered in Bangalore, Karnataka, IND, with a workforce of 10001+ employees. Its website is Apply tot his job
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