Dynamics 365 Customer Engagement (CE) Consultant

IES Holdings, Inc. is a leading provider of electrical contracting services, delivering innovative solutions to complex challenges across diverse industries. With a commitment to operational excellence and customer success, we leverage cutting-edge technology to enhance client engagement, streamline processes, and deliver exceptional value. We are seeking a dynamic and experienced Microsoft Dynamics 365 Customer Engagement (CE) Consultant to join our team and support the digital transformation of our customer-facing business processes.   

Position Overview 

The Microsoft Dynamics 365 Customer Engagement (CE) Consultant will play a pivotal role in implementing, configuring, and optimizing Dynamics 365 CE solutions across IES Holdings’ business units. This position requires a deep understanding of customer relationship management (CRM), including sales, customer service, marketing, and field service operations. You will collaborate with cross-functional teams to improve customer engagement strategies, enhance system performance, and support key business initiatives aimed at driving customer satisfaction and loyalty. 

Key Responsibilities 

Implementation and Configuration 

•   Lead or support the implementation of Microsoft Dynamics 365 CE applications, including Sales, Customer Service, Marketing, and Field Service.
•   Configure system settings and customize CE modules to align with business requirements and customer engagement goals.
•   Design and implement customer-centric workflows, business process flows, and automated processes using Power Automate and Dynamics CE.

Customer Engagement Optimization 

•   Partner with stakeholders across Sales, Customer Service, and Marketing teams to identify opportunities for improving customer experiences and engagement.
•   Develop and implement strategies to enhance customer interactions, relationship management, and service delivery through technology.
•   Design user-friendly dashboards and reports to provide insights into customer behavior, sales performance, and service metrics.

Project Management 

•   Participate in planning and execution of CE implementation and enhancement projects, including scope definition, timeline development, and risk assessment.
•   Ensure successful project delivery by managing tasks, timelines, and stakeholder expectations.

Training and Support 

•     Provide training and support to end-users, ensuring effective adoption of the CRM system across all customer-facing teams.
•     Troubleshoot and resolve system issues in collaboration with the IT team and Microsoft support when necessary.

Data Management and Reporting 

•     Lead data migration, data cleansing, and integration efforts to ensure accurate customer information and seamless processes.
•     Develop custom reports, KPIs, and dashboards to drive data-driven decision-making and improve customer relationship strategies.

Compliance and Security 

•     Ensure customer data security and compliance with privacy regulations such as GDPR and CCPA.
•     Maintain adherence to internal controls and data governance best practices.

Education 

• Bachelor’s degree in Business Administration, Marketing, Information Technology, or a related field. Master’s degree is a plus.

Experience 

• Minimum 3-5 years of experience with Microsoft Dynamics 365 Customer Engagement (CRM).
• Proven track record of successful CRM implementation and optimization projects.
• Experience working with Sales, Marketing, and Customer Service teams to enhance customer engagement and drive business outcomes.

Technical Skills 

•  Proficiency in Microsoft Dynamics 365 CE configuration, customization, and workflow design.
•  Experience with Power Platform tools (Power Automate, Power Apps, Power BI) to extend and enhance CRM functionality.
•  Familiarity with integration tools (e.g., KingswaySoft, Azure Logic Apps) and APIs for connecting with external systems.

Soft Skills 

• Strong communication and interpersonal skills, with the ability to build relationships across teams and with customers.
• Excellent analytical and problem-solving abilities.
• Ability to work independently and as part of a collaborative team.
•  Strong attention to detail and commitment to delivering high-quality solutions.

Preferred Qualifications 

• Microsoft Dynamics 365 CE certification (e.g., MB-210, MB-230).
• Experience in the electrical contracting, construction, or industrial services industry.
• Knowledge of additional Microsoft business solutions, such as Dynamics 365 Marketing, Field Service, and Customer Insights.

IES is a national provider of industrial products and infrastructure services to a variety of end markets, including electrical, mechanical and communications contracting solutions for the commercial, industrial, residential and renewable energy markets. IES is publicly traded on NASDAQ under the symbol IESC. As of the end of IES’s 2024 fiscal year ending September 30, 2024, IES produced over $2.8 billion in revenue and employed over 9,400 employees at over 131 domestic locations across the United States. IES is an Equal Employment Opportunity Employer: Minorities, Females, Gender Identity, Sexual Orientation, Individuals with Disabilities, Protected Veterans Encouraged to Apply.

From office buildings to wind farms, industrial complexes to housing developments, our employees and design professionals design, build, and maintain the systems that empower lives.

Our commitment to our employees is reflected by our actions:

Safety is Priority One – and our record shows it
Competitive Pay
Company 401K plan with Employer Contribution Match
Company Paid Time Off
Company Paid Life Insurance
Choice of Medical Coverage including Prescription and Short Term Disability Plans
Choice of Dental and Vision Coverage
Optional Long-term Disability, Critical Illness, Accident, Legal and Pet Coverage
Auto and Home Insurance Discount Programs