Senior Dynamics 365 Customer Engagement Platform Administrator – Lead Operations, Configuration & Continuous Improvement for a Remote, High‑Impact Team

About brighthush and the Opportunity

brighthush is a forward‑thinking, technology‑driven organization that is redefining how businesses connect with their customers and manage field operations. With a growing portfolio of multi‑location service centers and a commitment to delivering seamless, data‑driven experiences, brighthush relies on Microsoft Dynamics 365 Customer Engagement (CE) as the backbone of its lead‑to‑cash and field‑service workflows. As a remote‑first company, we empower our teams to work from anywhere while maintaining a culture of collaboration, continuous learning, and rapid innovation.

We are looking for a seasoned Senior Dynamics 365 CE Platform Administrator who can own the health, usability, and day‑to‑day operation of our CE platform. This is not a ticket‑only role; it is a strategic position that blends hands‑on administration, architectural insight, and cross‑functional partnership to keep our systems running smoothly and evolving with business needs.

Key Responsibilities

Platform Administration & Reliability

• Own daily administration of Dynamics 365 CE environments (Sales, Field Service, Dataverse, and Power Platform components).
• Manage environment settings, business units, teams, queues, ownership models, security roles, field‑level security, application access, and user provisioning in alignment with identity and access management processes.
• Monitor system health, storage and capacity, asynchronous jobs, plug‑in failures, flows, integration errors, and other operational signals; proactively identify and resolve issues before they impact users.
• Lead Level 2 and Level 3 application support, perform structured troubleshooting and root‑cause analysis, and coordinate resolution with Microsoft, internal engineering teams, and external partners.
• Maintain practical runbooks, configuration records, support procedures, and an up‑to‑date inventory of environments, solutions, integrations, and critical dependencies.

Configuration & Continuous Improvement

• Translate approved business requirements into maintainable platform configuration using model‑driven apps, forms, views, dashboards, business rules, workflows, Power Automate, and native Field Service capabilities.
• Apply an out‑of‑the‑box first mindset, distinguishing between configuration, low‑code extension, and custom development; surface long‑term support and upgrade implications before changes are approved.
• Partner with functional owners across sales, field operations, finance, customer experience, and shared services to improve usability, data quality, and process consistency.
• Evaluate enhancement requests, clarify underlying business needs, estimate platform impact, and help maintain a prioritized backlog tied to measurable value.

Release, Change & Environment Management

• Establish and operate disciplined application lifecycle management across development, test, user acceptance, and production environments.
• Manage solutions, environment variables, connection references, configuration migration, release packaging, deployment validation, and rollback planning.
• Coordinate release calendars, change approvals, regression testing, production deployments, and post‑release verification with business and technology stakeholders.
• Reduce unmanaged changes and configuration drift through documented standards, segregation of duties, and repeatable deployment practices.
• Assess Microsoft release waves and platform updates, coordinate impact reviews and testing, and communicate material changes to platform stakeholders.

Data Integrations & Security

• Support the integrity of customer, account, contact, opportunity, work order, resource, schedule, and related operational data in Dataverse.
• Partner with data and integration teams to monitor and troubleshoot interfaces involving Dynamics 365 Finance and Operations, portals, routing and scheduling tools, reporting platforms, identity services, and other enterprise applications.
• Understand integration patterns and failure points well enough to isolate whether an issue originates in configuration, data, custom code, middleware, or a connected system.
• Administer and periodically review role‑based access, privileged permissions, audit settings, application users, service principals, and data‑sharing controls.
• Support data migration, cleansing, reconciliation, retention, and archival activities as the platform grows and legacy processes are retired.

Managed Services Backlog & User Support

• Own the day‑to‑day relationship with the CE managed‑services provider, set work priorities, clarify expected outcomes, validate completed work, and hold the partner accountable for service quality and delivery.
• Maintain one transparent backlog across incidents, defects, technical debt, and enhancements; lead intake, triage, sizing, prioritization, and sequencing with product and process owners.
• Run regular service and backlog reviews covering service levels, aging, throughput, capacity, recurring issues, delivery quality, and upcoming releases; elevate chronic performance or resourcing concerns.
• Separate run and support work from project change, ensuring items have clear acceptance criteria and ownership, and coordinate release timing, documentation, and knowledge transfer.
• Use support trends, adoption data, license utilization, and platform telemetry to recommend improvements and focus capacity on the highest‑value issues.
• Build strong working relationships with product owners, process owners, super users, service desk staff, trainers, and change‑management leads while strengthening internal platform knowledge.

Essential Qualifications

• 7+ years of experience supporting enterprise business applications, with at least 5 years of hands‑on administration and configuration of Microsoft Dynamics 365 CE in production environments.
• Demonstrated expertise with Dynamics 365 Sales and Field Service, including work orders, resources, scheduling concepts, queues, activities, and mobile‑user considerations.
• Strong working knowledge of Dataverse, Power Apps model‑driven applications, Power Automate, solution management, environment administration, and role‑based security.
• Practical experience with application lifecycle management, managed solutions, release controls, regression testing, and promotion of changes across multiple environments.
• Proven ability to diagnose issues involving plug‑ins, flows, business rules, JavaScript, APIs, integration jobs, and data quality, with the judgment to resolve directly or engage the right specialist.
• Experience directing an application managed‑services provider and managing a production support and enhancement backlog using clear service levels, priorities, acceptance criteria, and performance measures.
• Strong analytical, documentation, and communication skills, with the ability to explain technical issues and trade‑offs to business stakeholders.

Preferred Experience

• Experience supporting Dynamics 365 in a multi‑location field‑service, route‑based, or distributed operating environment.
• Exposure to Dynamics 365 Finance and Operations, dual‑write, Azure integration services, Microsoft Fabric or Power BI, customer portals, and enterprise identity platforms.
• Working knowledge of Azure DevOps or similar tools for work management, source control, release pipelines, and deployment governance.
• Experience stabilizing an inherited Dynamics 365 implementation, moving from partner‑led delivery to sustainable internal ownership, or supporting a phased legacy‑platform transition.
• Microsoft certifications related to Dynamics 365, Power Platform, or Azure.
• Experience in a private‑equity‑backed or acquisition‑oriented business where speed, standardization, and scalability are important.

Leadership Attributes

• Seasoned and Steady: Brings perspective from operating real production environments and stays composed when issues are ambiguous or urgent.
• Hands‑On and Accountable: Works directly in the platform, follows through on details, and owns outcomes rather than coordinating from a distance.
• Pragmatic: Favors simple, supportable solutions and balances business urgency with platform integrity.
• Curious and Candid: Asks strong questions, surfaces risks early, and challenges unnecessary complexity constructively.
• Collaborative: Builds trust with business users, technology peers, and partners while maintaining clear standards and decision rights.

Career Growth & Learning Opportunities

At brighthush, your growth is a priority. You will have the chance to:

• Lead cross‑functional initiatives that shape the future of our customer engagement strategy.
• Mentor junior administrators and contribute to the development of internal knowledge bases.
• Participate in continuous learning programs, including Microsoft certification pathways and industry conferences.
• Influence the adoption of emerging technologies such as AI‑powered analytics, Power Virtual Agents, and advanced integration patterns.
• Take ownership of strategic projects that drive operational efficiency and customer satisfaction.

Work Environment & Culture

brighthush fosters a culture of transparency, agility, and empowerment. Our remote‑first model means you can work from anywhere while staying connected through:

• Weekly virtual stand‑ups and bi‑weekly town halls.
• Collaborative tools such as Microsoft Teams, SharePoint, and Azure DevOps.
• Regular hackathons and innovation sprints that encourage experimentation.
• A supportive peer network that values knowledge sharing and continuous improvement.

Compensation, Perks & Benefits

While the base salary for this role ranges from $112,000 to $130,000 per year, brighthush offers a comprehensive benefits package that includes:

• Competitive health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off, including vacation, sick leave, and personal days.
• Flexible work hours aligned with CST or EST time zones.
• Professional development stipend and access to Microsoft learning resources.
• Remote work stipend to support home‑office setup.
• Employee wellness programs and mental health support.

Why Join brighthush?

At brighthush, you will be part of a mission‑driven team that is transforming how businesses engage with customers and manage field operations. Your expertise will directly impact the reliability and scalability of our core platform, while your strategic insights will help shape the future of our technology roadmap. If you thrive in a fast‑paced, collaborative environment and are passionate about delivering world‑class customer experiences, we want to hear from you.

Apply Today

Ready to take the next step in your career? Click the link below to submit your application and join brighthush in building the next generation of customer engagement solutions.