# Microsoft Dynamics 365 CE Functional Consultant

- Own Dynamics 365 CE support cases from initial triage through resolution and closure
- Configure and troubleshoot D365 CE, Business Process Flows, Power Automate and portals
- Deliver reliable managed services through client communication, escalation and continuous improvement

Working within our Managed Services team, you will support a portfolio of Microsoft Dynamics 365 Customer Engagement clients across the complete support lifecycle, from initial triage through to resolution and closure. You will configure, customise, and troubleshoot D365 CE environments, manage client expectations, and collaborate with the wider team to maintain service quality and meet agreed SLAs.

**What you’ll do**

**Case ownership.** Act as the primary point of contact for CE support cases, taking ownership from initial triage through to resolution and closure.

**D365 CE configuration.** Configure and customise D365 CE to resolve client issues, including screen customisation, Business Process Flows, Power Automate flows, and portal configuration.

**Triage and prioritisation.** Triage, prioritise, and document support cases accurately while working within agreed service-level agreements.

**Client management.** Manage client expectations professionally and navigate difficult conversations when issues become complex.

**Problem prevention.** Identify recurring issues and contribute proactively to problem prevention, continuous improvement, and knowledge sharing.

**Escalation.** Escalate complex or high-priority issues appropriately, providing clear context to support a fast and effective resolution.

**Cross-team collaboration.** Work closely with functional consultants, delivery teams, and technical colleagues across Australia and New Zealand.

**Documentation and improvement.** Maintain high-quality case documentation and contribute to continuous improvement across the support function.

**What you’ll bring**

This role suits a confident D365 CE generalist with strong configuration depth, sound client instincts, and a clear record of personal ownership and delivery.

**D365 CE experience.** Three to five years or more of hands-on Microsoft Dynamics 365 CE experience, with broad functional coverage across CE modules.

**Hands-on configuration capability.** Demonstrated experience building Business Process Flows, customising screens, and using Power Automate in a functional capacity, rather than only observing or documenting the work of others.

**Priority specialisation.** Experience with Customer Insights Journeys and/or Customer Insights Data. Customer Service and Contact Centre experience is also highly valued.

**Client communication.** Strong communication skills, with the confidence to manage expectations, explain issues clearly, and lead challenging client conversations.

**Ownership mindset.** A clear record of what you personally delivered, the decisions you made, and the outcomes you achieved.

**Managed services experience.** Experience working in managed services, support, or another high-accountability consulting environment.

**Multi-client delivery.** The ability to manage multiple clients and competing priorities while maintaining quality, composure, and reliable follow-through.

**Role Priorities**

The strongest candidates will combine broad D365 CE functional capability with hands-on Customer Insights experience, dependable case ownership, and the client judgement required to work effectively in a managed services environment.

**What’s in it for you**

“Go Beyond” isn’t a marketing line at Fusion5 - it’s the standard we hold ourselves to. It reflects a convergence of solutions, services, and capabilities that enables clients to realise their business vision, with AI as a strategic lever for transformation.

At Fusion5, you’ll have the support of an established trans-Tasman organisation, work alongside people who genuinely care about outcomes - not just output - and have real opportunities to grow your career. We’re proud to be a diverse, inclusive and forward-thinking employer, and we’re committed to creating a workplace where our people feel engaged, challenged, supported and successful.

- A collaborative, supportive culture where people enjoy working together.
- Flexible work arrangements and a genuine focus on work-life balance.
- Birthday leave, volunteer days, and regular social events.
- Clear development pathways and opportunities to grow with the practice.

**About Fusion5 India**

Fusion5 India is our Global Capability Centre (GCC), based in Bengaluru. It’s an integral part of the Fusion5 team - working as one with our colleagues across Australia and New Zealand to deliver managed services, applications, data and integration solutions to our customers. Operating on a follow-the-sun model aligned to AU and NZ business hours, our India team plays a central role in keeping our customers’ mission-critical platforms running. Here you’ll do meaningful, global work with direct exposure to customer architects and executives, backed by the structure, learning and career pathways of an established trans-Tasman organisation.

Fusion5, we’re more than a solutions provider -  we’re a Transformation Partner. Across Australia and New Zealand, we help ambitious organisations go beyond by unlocking greater value, innovation and impact from their technology investments. Across business applications, AI, cloud, data, integration and managed services, we bring together connected solutions that solve real business problems and deliver lasting value. We’re deeply committed to our customers’ success, and we bring that same energy and care to supporting our people.

To apply for this role, please send your resume and cover letter to our Talent Acquisition team, recruitment@fusion5.co.nz.

If you’re a Microsoft Dynamics 365 CE Functional Consultant who takes pride in delivering reliable business solutions, we’d love to hear from you. Apply Now by emailing your resume and cover letter to recruitment@fusion5.co.nz