# Principal Consultant - D365 Customer Engagement

- Lead enterprise Dynamics 365 Customer Engagement transformations that deliver measurable business outcomes and exceptional customer experiences.
- Act as a trusted advisor to customers and colleagues alike, taking ownership of outcomes, navigating complexity, and helping organisations realise the full value of their Microsoft investment.
- Partner with senior stakeholders to shape strategy and deliver real business outcomes
- Join a high-performing Microsoft practice where your expertise drives growth, innovation, and influence

At Fusion5, we partner with organisations to deliver meaningful transformation through Microsoft technologies. We’re growing our Dynamics 365 Customer Engagement (CE) practice and looking for a Principal Consultant to lead strategic engagements and drive impactful outcomes for our customers.

**Why this role?**

- An opportunity to lead strategic Dynamics 365 Customer Engagement transformations for some of New Zealand and Australia's leading organisations
- Partner with senior stakeholders to shape customer engagement strategy and business outcomes
- Influence solution direction, delivery excellence, and commercial success across complex engagements
- Help grow and evolve Fusion5's Customer Engagement practice through leadership, mentoring, and innovation.

**What you’ll be doing**

- Leading complex Dynamics 365 Customer Engagement engagements across Sales, Customer Service, Marketing, and Field Service
- Acting as a trusted advisor providing guidance that builds confidence, helping customers translate business goals into practical and scalable solutions.
- Taking ownership of customer outcomes, balancing business needs, delivery constraints, and long-term success
- Leading pre-sales activities including opportunity shaping, estimates, solution design, demonstrations, and proposals
- Identifying delivery, commercial, and organisational risks early and driving resolution proactively
- Ensuring high-quality delivery from discovery through to adoption and value realisation
- Mentoring consultants and emerging leaders, helping lift capability and delivery excellence across the practice
- Contributing to practice growth through thought leadership, reusable assets, innovation, and continuous improvement
- Applying emerging Microsoft and AI capabilities to improve customer outcomes and evolve Fusion5 service offerings.

**About You**

You're an experienced Dynamics 365 Customer Engagement leader who thrives in complex, client-facing environments. You combine deep functional expertise with strong commercial judgement, taking ownership of outcomes and building trusted relationships at every level of an organisation.

You are comfortable navigating ambiguity, influencing decision-making, and mentoring others. Beyond delivering successful projects, you are passionate about developing people, improving ways of working, and helping customers and colleagues achieve lasting success.

**What you’ll bring**

- 10+ years consulting experience with strong Microsoft Dynamics 365 Customer Engagement expertise
- Proven success delivering complex customer engagement and CRM solutions
- Deep understanding of customer experience, sales, service, and marketing processes
- Strong executive stakeholder engagement skills and the ability to influence strategic decisions
- Experience shaping solution approaches, estimates, proposals, and commercial outcomes
- A pragmatic problem-solving approach with strong accountability and follow-through
- Proven ability to mentor consultants and develop future leaders
- Experience identifying opportunities for continuous improvement and translating ideas into practical outcomes
- Experience leveraging Microsoft AI and Copilot capabilities to improve customer and delivery outcomes.

**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 autonomy to shape a practice, the backing of an established trans-Tasman organisation, and the opportunity to work alongside people who genuinely care about outcomes - not just output. 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. Alongside this, we offer a strong set of values and benefits that reflect how we work and what we stand for.

**Ready to take the next step in your consulting career?** Join us and help shape the future of customer engagement. **Apply today.**

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