MS Dynamics 365 Lead

Job Description

Job Title: Dynamics 365 Lead 

Location: Mississauga, Toronto, Canada
Job Type: Full-Time
Experience Level: Senior (8+ years)

Main Responsibilities:

• Lead the end-to-end delivery of Application Management Services (AMS) for Microsoft Dynamics 365 CE, ensuring SLA adherence, service quality, and client satisfaction across incident, problem, change, and release management.
• Provide expert guidance on D365 CE configurations, customizations, and integrations, ensuring scalable, secure, and business-aligned technical solutions.
• Oversee resolution of complex technical issues, perform root cause analysis, and implement permanent fixes to reduce recurring incidents.
• Manage minor enhancements and continuous improvement initiatives, including automation, performance tuning, and user experience improvements.
• Act as the primary technical point of contact for client stakeholders, providing regular updates, managing escalations, and driving proactive communication.
• Establish and maintain AMS governance frameworks, including service reporting, KPI tracking, and compliance with ITIL and Capgemini standards.
• Lead and mentor AMS support teams, promoting knowledge sharing, skill development, and adherence to best practices.
• Support and maintain integrations with other enterprise systems using Power Platform, Azure Logic Apps, and REST APIs, ensuring data consistency and integrity.

Must-Have Qualifications:

• Minimum 8 years of hands-on experience with Microsoft Dynamics 365 CE/CRM, including configuration, customization, and support.
• At least 5 years in technical leadership roles within AMS or CRM delivery environments.
• Strong experience with Power Platform (Power Automate, Power Apps), Plugins, Workflows, and Custom Entities.
• Minimum 4 years of experience in D365 integrations using REST APIs, Azure Services, and third-party connectors.
• Familiarity with DevOps practices and tools, especially Azure DevOps.
• Deep understanding of D365 CE architecture, security model, and performance optimization.
• Excellent communication and stakeholder management skills.
• Proficiency in Agile delivery methodologies and ITIL-based support frameworks.

Nice-to-Have Certifications:

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate or equivalent.
• Microsoft Certified: Power Platform Developer Associate is a strong asset.

 

Works in the area of Software Engineering, which encompasses the development, maintenance and optimization of software solutions/applications. 1. Applies scientific methods to analyse and solve software engineering problems. 2. He/she is responsible for the development and application of software engineering practice and knowledge, in research, design, development and maintenance. 3. His/her work requires the exercise of original thought and judgement and the ability to supervise the technical and administrative work of other software engineers. 4. The software engineer builds skills and expertise of his/her software engineering discipline to reach standard software engineer skills expectations for the applicable role, as defined in Professional Communities. 5. The software engineer collaborates and acts as team player with other software engineers and stakeholders.

Disclaimer

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

 

Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.
Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law.

Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. 
Applicants for employment in Canada must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in Canada by Capgemini.