CRM Support Technical Lead

3 days ago

Toronto, Canada HRC Global service Full time

**Job Summary**

We are seeking an experienced AMS Lead to oversee the end-to-end delivery of Application Management Services (AMS) for Microsoft Dynamics 365 Customer Engagement (D365 CE). This role is critical in ensuring high service quality, SLA compliance, and client satisfaction by managing incidents, problem resolution, change, and release management.

**Key Responsibilities**:

- Lead the complete AMS service delivery for D365 CE, ensuring adherence to SLAs, service quality, and client satisfaction.
- Provide expert guidance on D365 CE configurations, customizations, and integrations, ensuring solutions are scalable, secure, and aligned with business goals.
- Manage and resolve complex technical issues, conduct root cause analysis, and implement permanent fixes to minimize recurring problems.
- Drive continuous improvement initiatives including minor enhancements, automation, performance tuning, and user experience optimization.
- Serve as the primary technical liaison for client stakeholders—providing updates, managing escalations, and maintaining proactive communication.
- Establish and maintain AMS governance frameworks, including service reporting, KPI tracking, and compliance with ITIL and company standards.
- Lead, mentor, and develop AMS support teams, fostering knowledge sharing and adherence to best practices.
- Support and maintain integrations with other enterprise systems using Power Platform, Azure Logic Apps, and REST APIs, ensuring data integrity across platforms.

**Must-Have Qualifications**:

- Minimum 8 years hands-on experience with Microsoft Dynamics 365 CE CRM, including configuration, customization, and support.
- At least 5 years in technical leadership roles within AMS or CRM delivery environments.
- Strong expertise with Power Platform components: Power Automate, Power Apps, Plugins, Workflows, and Custom Entities.
- Minimum 4 years experience with D365 integrations using REST APIs, Azure services, and third-party connectors.
- Proficient in DevOps tools and practices, preferably Azure DevOps.
- Deep understanding of D365 CE architecture, security models, and performance optimization.
- Excellent communication and stakeholder management skills.
- Experience working with Agile methodologies and ITIL-based support frameworks.

**Preferred Qualifications**:

- Microsoft Certified Dynamics 365 Customer Service Functional Consultant Associate (or equivalent).
- Microsoft Certified Power Platform Developer Associate is a strong plus.

**Job Type**: Fixed term contract
Contract length: 24 months

Pay: $49.46-$60.75 per hour

Expected hours: 40 per week

**Benefits**:

- On-site parking

Ability to commute/relocate:

- Toronto, ON M5J 1J5: reliably commute or plan to relocate before starting work (preferred)

**Education**:

- Bachelor's Degree (preferred)

**Experience**:

- Microsoft Dynamics 365: 8 years (preferred)
- Power Platform Skills: 8 years (preferred)
- D365 Integrations: 8 years (preferred)
- DevOps Tools and Practices: 8 years (preferred)
- Incident, Problem, Change, and Release Management: 8 years (preferred)
- Root Cause Analysis and Problem Resolution Skills: 8 years (preferred)

**Location**:

- Toronto, ON M5J 1J5 (preferred)

Work Location: In person

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