Job Description
Note: The job is a remote job and is open to candidates in USA. Infosys is a global leader in next-generation digital services and consulting, seeking a highly skilled Principal Consultant for Microsoft Dynamics CRM Support. This role involves managing support operations, providing architectural guidance, and leading cross-functional teams to troubleshoot complex issues and design scalable solutions. Responsibilities • Lead the CRM support team, ensuring timely and effective resolution of incidents and service requests. • Manage escalations, perform Root Cause Analysis (RCA), and implement long-term fixes for recurring issues. • Define and monitor SLAs, KPIs, and support quality standards. • Maintain and evolve support documentation, SOPs, and knowledge base articles. • Provide architectural guidance for CRM solutions, ensuring scalability, performance, and maintainability. • Design and review customizations, integrations, and workflows across cloud and on-prem environments. • Collaborate with enterprise architects and technical leads to align CRM architecture with broader IT strategy. • Participate in solution design for new features, enhancements, and system upgrades. • Support both cloud-based (D365) and on-premises CRM deployments, including IIS, SQL Server, Active Directory, and custom integrations. • Work with tools such as Azure DevOps, Power Platform, LCS, and monitoring dashboards. • Lead release management activities including planning, testing, deployment, and post-release support. • Mentor junior consultants and foster a culture of technical excellence and accountability. • Act as a trusted advisor to business stakeholders, translating operational needs into technical solutions. • Coordinate with development, infrastructure, and business teams to ensure seamless CRM operations. Skills • Candidate can be located anywhere in the US. This position will require travel to project locations. • Bachelor’s degree or foreign equivalent required from an accredited institution in Computer Science/ Information Systems Management or related field required. Will also consider three years of progressive experience in the specialty in lieu of every year of education. • 11 years of experience in Microsoft Dynamics CRM, with deep expertise in Sales and Service modules. • Strong experience in CRM architecture, solution design, and technical leadership. • Hands-on experience with on-prem CRM infrastructure and cloud-based D365. • Guide team for Power Platform support, including Power Automate, Power Apps, and Dataverse integrations. • Proven track record in bug fixing, RCA, and support operations. • Excellent communication, stakeholder management, and team leadership skills. • Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate • Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate • Microsoft Certified: Power Platform Solution Architect Expert • ITIL Foundation or equivalent Benefits • Medical/Dental/Vision/Life Insurance • Long-term/Short-term Disability • Health and Dependent Care Reimbursement Accounts • Insurance (Accident, Critical Illness, Hospital Indemnity, Legal) • 401(k) plan and contributions dependent on salary level • Paid holidays plus Paid Time Off Company Overview • Infosys is a technology company that offers consulting, outsourcing, cloud infrastructure, program management, and software services. It was founded in 1981, and is headquartered in Bangalore, Karnataka, IND, with a workforce of 10001+ employees. Its website is Apply tot his job