Microsoft Dynamics Consultant

Interested in being on the cutting edge of Cloud Services? Then come join the Infosys Microsoft Practice unit as an Embedded Escalation Engineer (EEE) supporting Dynamics 365 Customer Engagement (D365CE).

As an EEE, you will be an elite member of the support team and have opportunities to integrate deeply with the Dynamics 365 Customer Engagement Product Group. You will lead engineering investigations to bring quicker issue resolution to Support incidents impacting our customers, to improve their experience and drive key service improvements. You will build solutions, help create tools, and help automate issue detection, diagnosis to enable customers and support to self-resolve the issues. You will identify emerging trends or re-occurring escalation scenarios and drive engineering opportunities to mitigate and/or eliminate them from the workflow. This can include a range of potential work item categories; such as self-healing mechanisms, self-serve, transparency, automation, and/or increasing the capabilities for Dynamics support. You will contribute to the Product improvements by filing impactful bugs, design change requests and help developers to fix the bugs, ship the fixes to production to prevent future customers from getting impacted. As a trusted advisor to the Dynamics engineering team, you will suggest changes to future versions to better equip our support teams as well as our Partners and Customers, and help influence in-market solutions today. As a customer ambassador, you will also partner with the engineering leadership for strategic technical, architectural and design discussions, and represent the customer voice in planning efforts. These strategic areas of focus will target our highest impact pain points for our Partners, Customers and support team members.

Beyond extensive technical focus, this role requires the ability to communicate issues and recommendations clearly and concisely, and build broad relationships with influencers to impact key business results for our business.

Qualifications

Requirements:

• BS in Computer Science or Engineering or equivalent industry experience
• 3-5 years of Technical Escalation Support experience (in a Tier 2/3 environment) including experience in a customer-facing or customer technical support role
• Customer Engagement experience with Dynamics 365 or a competitive cloud product
• D365CE architecture including deployment processes and telemetry
• SQL development knowledge with deep query and schema knowledge
• Deep D365CE SDK knowledge (writing and troubleshooting)
• Demonstrated Azure stack technology (IaaS, Microservice Apps, SQL Azure)
• Familiarity with development: tools, language, process, methods, troubleshooting
• Memory dump tooling and analysis
• Development/Coding
• Experience with Visual Studio development languages, PowerShell, CLI, git
• Service engineering and/or DevOps experience at internet scale involving user data and/or software development for an enterprise level product
• Network troubleshooting and tool usage (Fiddler, Wireshark, Netmon, etc.)

Soft Skills:

• Leadership - handle technically challenging and politically hot customer situations
• Excellent spoken and written English communication skills
• Superior problem solving and troubleshooting skills, an ability to use various data collection tools and methodologies to analyze problems and develop solutions
• Ability to work collaboratively with the Engineering teams to drive architectural changes throughout the environments to improve stability of each environment
• Outstanding partnering capabilities
• Ability to drive product/service improvements in core technical focus area
• Logical and Critical thinking, and demonstrated success in dealing with ambiguity and problem definition under continual deadline constraints
• Passion for technology and customer support
• Ability to partner within virtual teams towards executing on multiple technical initiatives simultaneously

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.

For candidates based out of CA, WA & NY states, estimated annual compensation will be $73,000 to $102,200.

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following 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

About Us

Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritize the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.

To learn more about Infosys and see our ideas in action please visit us at www.Infosys.com

Infosys is an equal opportunity employer and all qualified applicants will receive consideration without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, spouse of protected veteran, or disability.