Microsoft 365 Dynamics CRM support engineer (Functional)

Systems Limited – Middle East & Africa (Techvista) is looking for a Dynamics CRM Functional Support Engineer to support and enhance Microsoft Dynamics 365 CRM systems across enterprise environments.

This role is focused on functional CRM support and system configuration , ensuring smooth day-to-day operations and effective user support.

Key Responsibilities

• Provide functional L2/L3 support for Microsoft Dynamics CRM / Dynamics 365
• Analyze and resolve business and functional CRM issues
• Support CRM modules such as Sales, Customer Service, and Case Management
• Configure CRM components including forms, views, dashboards, and entities
• Maintain and support workflows, business rules, and process automation
• Gather and analyze business requirements and translate them into CRM solutions
• Manage user access, roles, and security configurations
• Support UAT, user training, and business acceptance activities
• Coordinate with technical teams for escalations when required
• Ensure CRM data accuracy through validation and basic data management activities

Requirements & Key Skills

• 5+ years of experience in Microsoft Dynamics 365 CRM (Functional Support)
• Strong knowledge of CRM configuration (entities, forms, views, dashboards)
• Experience with workflows, business rules, and business process automation
• Ability to gather and translate business requirements into CRM solutions
• Strong functional troubleshooting and user support skills
• Experience in incident, service request, and SLA-based support environments
• Knowledge of Power Platform (Power Automate, Power Apps)
• Experience supporting UAT and end-user training
• Strong communication skills with business stakeholders
• Ability to work closely with technical teams for issue resolution