What are the responsibilities and job description for the Sales Specialist - Microsoft Dynamics 365 Customer Experience (CX) position at TeKnowledge?
Overview
We're seeking a Sales Specialist – Microsoft Dynamics 365 Customer Experience (CX) to drive customer experience transformation by leveraging Microsoft D365 Customer Service (CC). This role focuses on helping clients integrate traditional Contact Center (CC) and CCaaS solutions with Microsoft D365 CRM, as well as supporting migrations from legacy CC solutions to Microsoft D365 Customer Care (CC). The ideal candidate will work strategically and consultatively with customers, Microsoft partners, and internal teams to position, sell, and support CX transformation projects.
Accelerating Progress. Securing Futures.
At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today's complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.
Responsibilities
We're seeking a Sales Specialist – Microsoft Dynamics 365 Customer Experience (CX) to drive customer experience transformation by leveraging Microsoft D365 Customer Service (CC). This role focuses on helping clients integrate traditional Contact Center (CC) and CCaaS solutions with Microsoft D365 CRM, as well as supporting migrations from legacy CC solutions to Microsoft D365 Customer Care (CC). The ideal candidate will work strategically and consultatively with customers, Microsoft partners, and internal teams to position, sell, and support CX transformation projects.
Accelerating Progress. Securing Futures.
At TeKnowledge we help governments, businesses, and technology providers not only navigate but thrive in today's complex technology landscape. Our services provide unparalleled value and impact to our clients across cybersecurity, advanced technical skilling, and enterprise technical support. We are committed to enabling technology, AI, CX, and security, uniquely positioning us in the market, and ensuring our customers are equipped to achieve their strategic goals.
Responsibilities
- Engage with enterprise customers to understand their CRM, CCaaS, and customer service transformation needs.
- Position Microsoft D365 Customer Service (CC) as a key enabler of AI-first CX solutions.
- Guide customers on integrating D365 with CCaaS platforms, including Genesys, NICE, Five9, Avaya, Cisco, and AWS Connect.
- Develop and deliver compelling sales presentations, solution proposals, and live demonstrations.
- Advise clients on best practices for integrating Microsoft D365 Customer Care (CC) with Contact Centers.
- Work with technical teams to ensure seamless CRM Contact Center integration.
- Support customer migrations from legacy CC solutions to Microsoft D365 Customer Care (CC).
- Collaborate with Microsoft Partners, System Integrators (SIs), and CCaaS vendors to create tailored CX solutions.
- Build strategic partnerships with Microsoft ecosystem players, SIs, and CCaaS providers.
- Stay updated on Microsoft D365 roadmap, AI/automation advancements, and industry trends.
- Work closely with internal teams (pre-sales, product, marketing) to align CX solutions with customer needs.
- 5 years of experience in Microsoft Dynamics 365 Customer Service (CC) or CRM.
- Deep understanding of D365 CX solutions, case management, omnichannel engagement, and automation.
- Experience in selling, consulting, or implementing D365 Customer Care (CC).
- Familiarity with D365 integrations for CCaaS solutions (Genesys, NICE, Five9, Avaya, AWS Connect, Cisco, etc.).
- Strong consultative selling, solution positioning, and stakeholder engagement skills.
- Microsoft Certified: D365 Customer Service Functional Consultant Associate (MB-230).
- Experience working with Microsoft Gold Partners, System Integrators, or Microsoft itself.
- Knowledge of AI-driven CX solutions, automation, and customer journey design.
- Understanding of the Microsoft partner ecosystem and SI collaboration
