Job Description
Job Description
Position Overview
Hudson Technologies Inc. is seeking a highly experienced Senior Techno-Functional D365 Customer Engagement (CE) Consultant to lead enterprise-scale implementations and oversee Level 2 application support. This role requires a strong blend of business process expertise and technical depth, with proven experience delivering multiple full-cycle D365CE implementations and managing complex integrations, including Dual Write with D365 Finance & Operations. Additionally, this role will drive marketing transformation initiatives within D365CE, ensuring a seamless customer journey from lead generation through account lifecycle management.
This role is remotely based with occasional visits to Hudson sites as well as other domestic travel as required.
What Success Looks Like
- Smooth execution of D365CE implementations with high user adoption
- Fully integrated marketing-to-sales customer journey with measurable ROI
- Stable and efficient Dual Write integrations
- High-performing Level 2 support function with reduced escalations
- Continuous optimization of CRM and marketing processes aligned with business growth
Roles and Responsibilities
Implementation & Delivery
- Lead and deliver D365CE business enhancements from design to implementation
- Translate business requirements into scalable D365CE solutions across Sales, Customer Service, Field Service, and Marketing modules
- Drive solution design workshops, gap analysis, and functional specifications
- Ensure alignment between D365CE and enterprise architecture standards
Techno-Functional Leadership
- Act as a bridge between business stakeholders and technical teams
- Configure and extend D365CE using Power Platform (Power Apps, Power Automate)
- Collaborate with developers on customizations, plugins, and integrations
- Provide architectural guidance on best practices and system scalability
Support Marketing & Customer Journey Management
- Support the design and implementation of end-to-end customer journeys within D365 Marketing (Customer Insights – Journeys)
- Support the definition and optimization of the lead lifecycle from lead capture through qualification, conversion to opportunity, and account management
- Support the development and management of email marketing campaigns, segmentation strategies, and customer engagement scoring
- Integrate digital marketing assets including web forms, landing pages, event management, and third-party marketing tools
- Ensure alignment between marketing, sales, and customer service processes for a unified customer experience
- Support the analysis of marketing campaign performance and recommend data-driven improvements
Dual Write & Integration
- Lead design and implementation of Dual Write integrations between D365CE and D365FO
- Ensure data consistency, synchronization performance, and error handling
- Troubleshoot and optimize Dual Write mappings and data flows
- Work with integration tools (Azure, APIs, Dataverse)
Level 2 Support Leadership
- Own and manage Level 2 support operations for D365CE
- Troubleshoot complex functional and technical issues
- Establish SLAs, support processes, and incident management protocols
- Coordinate with Level 3 (engineering) teams for escalations
- Drive continuous improvement and system stabilization initiatives
Required Skills
- Strong expertise in D365CE modules including Sales, Customer Service, Field Service, and Marketing
- Dual Write (mandatory)
- Dataverse and Power Platform
- Strong understanding of integrations with D365 Finance & Operations
- Excellent stakeholder communication and leadership skills
- Familiarity with DevOps, CI/CD pipelines, and release management
- Knowledge of data governance and security best practices
- Strategic thinker with hands-on execution ability
- Strong problem-solving and troubleshooting skills
- Leadership in both project delivery and support environments
- Ability to operate in fast-paced, evolving business environments
Required Education and Experience
- Bachelor’s Degree inComputer Scienceor related field of study
- 10+ years of experience in Microsoft Dynamics ecosystem
- Microsoft certifications in D365CE / Power Platform
- Minimum 5 full-cycle D365CE implementations
- Hands-on experience with customer journey orchestration and email marketing within D365
- Proven experience leading support teams and post-go-live operations
- Strong understanding of integrations with D365 Finance & Operations
- Experience with Azure services, APIs, and middleware
- Experience with Customer Insights and advanced segmentation/personalization strategies
- Experience in industrial, manufacturing, or environmental services sectors
Supervisory responsibilities (Yes or No)
No
Work environment (Office, Plant, Remote)
Office / Remote
Physical demands
Sedentary office work, including prolonged periods of sitting, intensive computer use, and frequent written and verbal communication, with occasional light lifting of up to 15 pounds
Work authorization/security clearance requirements
Not eligible for visa sponsorship