Senior D365 Customer Engagement Administrator

Senior D365 Customer Engagement Administrator

Status: Full-Time / Permanent / Exempt
Location: Remote (candidates located in or open to working hours aligned with CST or EST preferred)
Travel: Up to 10%
Salary: $112,000-$130,000 Per Year

Position Summary

SavATree is seeking an experienced, hands-on Microsoft Dynamics 365 Customer Engagement administrator to own the health, usability, and day-to-day operation of its CE platform. This role will support Dynamics 365 Sales and Field Service, Dataverse, and the broader Power Platform as SavATree establishes Dynamics 365 as the backbone for lead-to-cash and field-service operations across a growing, multi-location business.

The Senior D365 CE Platform Administrator will serve as the operational owner of the platform: keeping environments stable, secure, supportable, and ready for change. The role will translate business needs into durable configuration, oversee the CE managed-services relationship, own the support and enhancement backlog, manage releases and access, and resolve complex production issues in partnership with business owners and technology teams.

This is not a ticket-only administrator role. The successful candidate will bring sound judgment, disciplined platform practices, and enough technical depth to challenge weak designs, simplify where possible, and know when an issue requires engineering or architecture support.

Key Responsibilities

Platform Administration and Reliability

• Own the daily administration, health, and operational performance of Dynamics 365 CE environments, including Sales, Field Service, Dataverse, and related Power Platform components.
• Manage environment settings, business units, teams, queues, ownership models, security roles, field-level security, application access, and user provisioning in coordination with identity and access management processes.
• Monitor system health, storage and capacity, asynchronous jobs, plug-in failures, flows, integration errors, and other operational signals; identify issues before they materially affect users.
• Lead Level 2 and Level 3 application support, perform structured troubleshooting and root-cause analysis, and coordinate resolution with Microsoft, internal engineering teams, and external partners.
• Maintain practical runbooks, configuration records, support procedures, and a current inventory of environments, solutions, integrations, and critical dependencies.

Configuration and Continuous Improvement

• Translate approved business requirements into maintainable platform configuration using model-driven apps, forms, views, dashboards, business rules, workflows, Power Automate, and native Field Service capabilities.
• Apply an out-of-the-box-first mindset and distinguish between configuration, low-code extension, and custom development; surface long-term support and upgrade implications before changes are approved.
• Partner with functional owners across sales, field operations, finance, customer experience, and shared services to improve usability, data quality, and process consistency.
• Evaluate enhancement requests, clarify the underlying business need, estimate platform impact, and help maintain a prioritized backlog tied to measurable value.

Release Change and Environment Management

• Establish and operate disciplined application lifecycle management across development, test, user acceptance, and production environments.
• Manage solutions, environment variables, connection references, configuration migration, release packaging, deployment validation, and rollback planning.
• Coordinate release calendars, change approvals, regression testing, production deployments, and post-release verification with business and technology stakeholders.
• Reduce unmanaged changes and configuration drift through documented standards, appropriate segregation of duties, and repeatable deployment practices.
• Assess Microsoft release waves and platform updates, coordinate impact reviews and testing, and communicate material changes to platform stakeholders.

Data Integrations and Security

• Support the integrity of customer, account, contact, opportunity, work order, resource, schedule, and related operational data in Dataverse.
• Partner with data and integration teams to monitor and troubleshoot interfaces involving Dynamics 365 Finance and Operations, portals, routing and scheduling tools, reporting platforms, identity services, and other enterprise applications.
• Understand integration patterns and failure points well enough to isolate whether an issue originates in configuration, data, custom code, middleware, or a connected system.
• Administer and periodically review role-based access, privileged permissions, audit settings, application users, service principals, and data-sharing controls.
• Support data migration, cleansing, reconciliation, retention, and archival activities as the platform grows and legacy processes are retired.

Managed Services Backlog and User Support

• Own the day-to-day relationship with the CE managed-services provider, set work priorities, clarify expected outcomes, validate completed work, and hold the partner accountable for service quality and delivery.
• Maintain one transparent backlog across incidents, defects, technical debt, and enhancements; lead intake, triage, sizing, prioritization, and sequencing with product and process owners.
• Run regular service and backlog reviews covering service levels, aging, throughput, capacity, recurring issues, delivery quality, and upcoming releases; escalate chronic performance or resourcing concerns.
• Separate run and support work from project change, ensure items have clear acceptance criteria and ownership, and coordinate release timing, documentation, and knowledge transfer.
• Use support trends, adoption data, license utilization, and platform telemetry to recommend improvements and focus capacity on the highest-value issues.
• Build strong working relationships with product owners, process owners, super users, service desk staff, trainers, and change-management leads while strengthening internal platform knowledge.

Required Experience

• Seven or more years of experience supporting enterprise business applications, including at least five years of hands-on administration and configuration of Microsoft Dynamics 365 CE in production environments.
• Demonstrated experience with Dynamics 365 Sales and Field Service, including work orders, resources, scheduling concepts, queues, activities, and mobile-user considerations.
• Strong working knowledge of Dataverse, Power Apps model-driven applications, Power Automate, solution management, environment administration, and role-based security.
• Practical experience with application lifecycle management, managed solutions, release controls, regression testing, and promotion of changes across multiple environments.
• Experience diagnosing issues involving plug-ins, flows, business rules, JavaScript, APIs, integration jobs, and data quality, with the judgment to resolve directly or engage the right specialist.
• Experience directing an application managed-services provider and managing a production support and enhancement backlog using clear service levels, priorities, acceptance criteria, and performance measures.
• Strong analytical, documentation, and communication skills, with the ability to explain technical issues and tradeoffs to business stakeholders.

Preferred Experience

• Experience supporting Dynamics 365 in a multi-location field-service, route-based, or distributed operating environment.
• Exposure to Dynamics 365 Finance and Operations, dual-write, Azure integration services, Microsoft Fabric or Power BI, customer portals, and enterprise identity platforms.
• Working knowledge of Azure DevOps or similar tools for work management, source control, release pipelines, and deployment governance.
• Experience stabilizing an inherited Dynamics 365 implementation, moving from partner-led delivery to sustainable internal ownership, or supporting a phased legacy-platform transition.
• Microsoft certifications related to Dynamics 365, Power Platform, or Azure.
• Experience in a private-equity-backed or acquisition-oriented business where speed, standardization, and scalability are important.

Leadership Attributes

• Seasoned and steady: brings perspective from operating real production environments and stays composed when issues are ambiguous or urgent.
• Hands-on and accountable: works directly in the platform, follows through on details, and owns outcomes rather than coordinating from a distance.
• Pragmatic: favors simple, supportable solutions and balances business urgency with platform integrity.
• Curious and candid: asks strong questions, surfaces risks early, and challenges unnecessary complexity constructively.
• Collaborative: builds trust with business users, technology peers, and partners while maintaining clear standards and decision rights.

Role Boundaries

This role is the senior operational owner and administrator for the CE platform. It performs advanced configuration and troubleshooting but does not replace architecture, integration engineering, custom development, product ownership, or business process ownership. Success requires knowing when to act directly, facilitate a decision, or engage specialized expertise.