Microsoft Dynamics CRM Support Lead

We are looking for a highly skilled and experienced Lead Consultant - Microsoft Dynamics CRM Support (Cloud & On-Prem, Architecture & Design) to manage and enhance support operations for Microsoft Dynamics CRM, including both cloud and on-premises environments. This role blends technical leadership, support delivery, and architectural oversight, making it ideal for professionals who can troubleshoot complex issues, design scalable solutions, and lead cross-functional teams.

Required Skills & Qualifications:
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.
7+ 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.

In order to comply with legal requirements, this role is limited to "U.S. persons" as defined by 22 C.F.R. §120.15. U.S. persons include U.S. citizens, U.S. Lawful Permanent Residents, and certain refugees and asylees.

Key Responsibilities:
Support Leadership:
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.
Architecture & Design:
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.
Technical Expertise:
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.
Team & Stakeholder Engagement:
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.

Preferred Certifications:
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

The job entails sitting as well as working at a computer for extended periods of time. Should be able to communicate by telephone, email or face to face. Travel may be required as per the job requirements.

Estimated annual compensation range for this role will be as follows:
In CA/ WA/NY/CO/MD/IL/MN/NJ: $94,000 to $131,600.
In Washington, DC: $85,700 to $124,600

Along with competitive pay, as a full-time Infosys employee you are also eligible for the following 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