MS Dynamics CRM Tech Lead (Sales, Customer Service, Marketing/Customer Insights)

Sutherland is seeking a hands-on Microsoft Dynamics 365 CRM Technical Lead to lead the technical delivery of a Dynamics 365 implementation covering Sales, Customer Service, and Marketing/Customer Insights, followed by production support and continuous enhancements.The role requires strong configuration and development skills in Dynamics 365/Dataverse, the ability to design pragmatic solutions in context, and the seniority to engage directly with clients, translate business needs into technical designs, and guide delivery teams through build, integration, testing, and go-live.

• Own end-to-end technical solution design across Dynamics 365 apps and Dataverse, ensuring scalable architecture, maintainability, and alignment with business outcomes.
• Lead technical discovery, design workshops, and solution walkthroughs with client stakeholders; provide options, trade-offs, and recommendations.
• Configure and extend Dynamics 365 (Sales, Customer Service, Marketing/Customer Insights) including security model/governance, entities, forms, views, business rules, and automation.
• Build and review customisations using appropriate extensibility patterns (plug-ins, workflows/Power Automate, client scripting, PCF where relevant) with strong engineering discipline.
• Design and deliver integrations with external systems using APIs and integration services (e.g., Azure integration patterns, middleware, event/webhook style integrations).
• Lead data migration activities (mapping, cleansing approach, load strategy, reconciliation) and manage deployment across environments.
• Establish development standards, code reviews, CI/CD and release governance; ensure proper logging/monitoring for integrations and custom components.
• Partner with QA/UAT to drive test strategy and defect triage through go-live and hypercare.
• Provide L2/L3 production support, incident/problem management, root-cause analysis, and continuous improvement/enhancements roadmap post go-live.

Required Experience & Skills

• 5–10+ years in Microsoft Dynamics CRM / Dynamics 365 CE with demonstrable hands-on configuration and development experience.
• Strong knowledge of Dataverse concepts: security roles, business units, data modelling, solution management, and environment strategy.
• Experience delivering at least one end-to-end implementation across Sales and Customer Service; exposure to Marketing/Customer Insights strongly preferred.
• Integration experience using APIs, Power Platform, and/or middleware tools; familiarity with Azure services for integration patterns is a plus.
• Experience with data migration, upgrades, and environment management.
• Strong client-facing skills: ability to communicate designs clearly, run technical discussions, and advise stakeholders confidently.

Preferred / Nice to Have: 

• Healthcare / Life Sciences project experience (preferred, not mandatory).
• Microsoft certifications (e.g., Dynamics 365, Power Platform).
• Familiarity with reporting/analytics tools (e.g., Power BI).

Behavioural Competencies

• Consultative problem-solver; balances ‘out-of-the-box’ configuration with targeted custom development.
• Ownership mindset, strong documentation habits, and ability to mentor developers/consultants.
• Comfortable working in agile delivery with clear accountability for quality, timelines, and outcomes.

All your information will be kept confidential according to EEO guidelines.