Senior Specialist, Microsoft Dynamics 365 CRM Administration

GSS Tech Group is hiring a Senior Specialist, Microsoft Dynamics 365 CRM Administration, for a leading government financial institution in Abu Dhabi. You will own the administration, deployment and reliability of production Dynamics 365 CRM environments supporting customer service and complaint management operations.

This is a platform ownership role, not a development or L1 support role. We are looking for someone who has run production CRM environments, applied updates and handled incidents end to end.

• →Administer Dynamics 365 CRM environments (online and on premises): environment setup, user and licence management, security roles, business unit hierarchies and system configuration
• →Configure and maintain the Customer Service and Complaint Management modules, including entity relationships, data models and security roles
• →Manage the solution lifecycle (managed and unmanaged solutions, import and export) together with the CRM development team
• →Plan, execute and verify deployments, upgrades, cumulative updates and hotfixes across sandbox and production environments, including regression testing and rollback planning
• →Run migrations and environment refreshes with minimal business disruption
• →Design, configure and maintain workflows, process flows, business rules and approvals in response to business change requests
• →Monitor workflow health, error queues, system performance, availability and logs, and resolve issues proactively
• →Take part in incident management and on call rotation for high priority CRM issues
• →Support high availability and disaster recovery, including failover testing and DR drills
• →Maintain runbooks, SOPs, environment documentation and deployment notes
• →Coordinate with Microsoft, partners and vendors on administration matters

• Bachelor’s or Master’s degree in Computer Science, Information Technology, Information Systems or a related field
• Minimum 5 to 7 years of hands on experience administering Microsoft Dynamics 365 CRM / Customer Engagement in production
• Proven experience with deployment, patch management (cumulative updates and hotfixes) and environment management for Dynamics 365 CRM
• Strong experience configuring and maintaining workflows, process flows, security roles and data management
• Hands on experience with Dynamics 365 Customer Service; Complaint or Case Management experience is highly desirable
• On premises Dynamics CRM experience (servers, SQL Server, Active Directory) is highly desirable
• Experience with monitoring, incident management and HA/DR practices for enterprise applications
• Working knowledge of REST/SOAP APIs and integrations supporting the CRM platform
• Microsoft Certified: Dynamics 365 Administrator or Application Administrator, or equivalent
• Experience with Azure services (Logic Apps, Functions, Azure DevOps) and Power Platform (Power Automate, Power BI) is an advantage
• Experience in banking, financial services or a government or regulatory environment is strongly preferred
• Excellent written and spoken English

Please note: this role requires dedicated Dynamics 365 CRM / Customer Engagement administration experience. Profiles focused purely on development, Power Platform app building, or Dynamics 365 Finance & Operations will not be considered.