Senior Specialist - Microsoft Dynamics 365 CRM Administration

About the role

GSS Tech Group is hiring a Senior Specialist for Microsoft Dynamics 365 CRM Administration for a leading government financial institution in Abu Dhabi. The role owns the administration, deployment and reliability of production Dynamics 365 CRM environments supporting customer service and complaint management. It is a platform ownership role, not a development or L1 support role, and the candidate must have run production CRM environments end to end.

Key responsibilities

• Administer Dynamics 365 CRM environments (online and on premises): setup, user and licence management, security roles, business unit hierarchies and system configuration
• Configure and maintain the Customer Service and Complaint Management modules, including entity relationships, data models and security roles
• Manage the solution lifecycle (managed and unmanaged solutions, import and export) with the CRM development team
• Plan, execute and verify deployments, upgrades, cumulative updates and hotfixes across sandbox and production, including regression testing and rollback planning
• Run migrations and environment refreshes with minimal business disruption
• Design, configure and maintain workflows, process flows, business rules and approvals, and monitor their health, error queues, performance, availability and logs
• Take part in incident management and on-call rotation for high-priority CRM issues
• Support high availability and disaster recovery, including failover testing and DR drills
• Maintain runbooks, SOPs, environment documentation and deployment notes, and coordinate with Microsoft, partners and vendors

Required profile

• Bachelor's or Master's degree in Computer Science, Information Technology, Information Systems or a related field
• Minimum 5 to 7 years of hands-on experience administering Dynamics 365 CRM / Customer Engagement in production
• Proven experience with deployment, patch management and environment management for Dynamics 365 CRM
• Experience with Dynamics 365 Customer Service; complaint or case management experience is highly desirable
• On-premises Dynamics CRM experience (servers, SQL Server, Active Directory) is highly desirable
• Working knowledge of REST/SOAP APIs and integrations supporting the CRM platform
• Microsoft Certified: Dynamics 365 Administrator or Application Administrator, or equivalent
• Excellent written and spoken English
• Experience in banking, financial services or a government or regulatory environment is strongly preferred

Required skills

• Dynamics 365 CRM administration, deployment and patch management
• Workflows, process flows, security roles and data management
• HA/DR practices for enterprise applications
• Azure services (Logic Apps, Functions, Azure DevOps) and Power Platform (Power Automate, Power BI) is an advantage

What we offer

• Opportunity to own a business-critical CRM platform for a leading government financial institution
• Competitive monthly compensation
• UAE employment visa and medical insurance
• Long-term engagement with growth opportunities through GSS Tech Group