Senior Specialist, Microsoft Dynamics 365 CRM Administration

Description 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. Key responsibilities - 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 Requirements - 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. Benefits - Opportunity to own a business critical CRM platform for a leading government financial institution - Competitive monthly compensation - UAE employment visa and medical insurance - Long term engagement with growth opportunities through GSS Tech Group