Digital Functional Consultant

**Sonata Software Overview**Sonata is a global technology company specializing in platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. Sonata’s Platformation methodology brings together industry expertise, platform technology excellence, design innovation and strategic engagement models to deliver sustained value to customers. A trusted partner of world leaders in the retail, manufacturing, distribution, travel, services and software industries, Sonata’s software portfolio includes the Brick & Click Retail Platform©, Modern Distribution Platform©, Rezopia Digital Travel Platform©, Kartopia E-commerce Platform©, Halosys enterprise development automation Platform©, CTRM Commodity Trading and Risk Management Platform© and KODO - AI Powered Customer Experience (CX) Platform. Sonata’s Platformation approach ensures services built on Microsoft Dynamics 365, Microsoft Azure, AWS, Cloud Engineering and Managed Services deliver on the Platformation promise. As world leaders in digital technologies including IoT, Artificial Intelligence, Machine Learning, Robotic Process Automation, Chatbots, Block Chain and Cyber Security, Sonata’s people and systems are nurtured to deliver on our commitment to excellence in business technology solutions.**Job Title: Digital Functional Consultant - CE****Location**:Guadalajara, Mexico****This opportunity is not available for visa sponsorship.****What will you do**:Sonata Software is seeking Dynamics CRM Functional Consultant with experience in customer engagement.- Be part of a team and develop your skills as you solve complex technical issues inMicrosoft Dynamics 365 product group- Deliver digital support experiences that create efficiency and value for our customers,our people and Microsoft.- Demonstrate customer obsession and commitment to customer success in allinteractions. Deeply understand our customers and deliver customer desired outcomes.- Be a MSFT ambassador and lead by example. Create clarity by understanding andreinforcing business goals. Generate energy by building enthusiasm, pride, resiliency andenabling a productive and inclusive work environment.- Deliver success by being curious and seeking solutions to tough problems.- Manage relationships with your customers and provide technical documentation for thetroubleshooting steps.- Report software issues and be an advocate for product improvement using customersuggestions.- Develop specialized expertise by supporting Microsoft Dynamics 365 for Operations.- Document your knowledge and share it with others.- Use tools for debugging and root cause analysis.- Provide in-depth technical support for customer service delivery via telephone, writtencorrespondence, or electronic service regarding technically complex, escalatedproblems.- Engage and collaborate with other Microsoft groups, including escalation teams and thedevelopment team, in gaining resolution to critical, complex issues.- Represent Microsoft professionally in customer and partner onsite visits, where travelmay be required.- Create advanced online technical content including Knowledge Base articles, trainingdocuments, blogs, etc.- Participate in planned team-wide shift rotations to cover business needs, including 24x7“On-Call” responsibilities and extended (evening shift).- Present technical content to various audiences including customers, partners, andinternal stakeholders*****Required Qualifications**- Atleast 4+ and up to 8 years of experience in Dynamics 365 Customer Engagement:- Should have knowledge CRM Functional Modules and Product knowledge involving Sales, Service Marketing, Field service and Power Pages- Skilled in Security roles, Field service module, Project operations experience, OmnichannelPlugins, Basic on Java script- Trouble shooting, Customer Support and customer facing role**Preferred Qualifications**- 2+ years in a customer facing service role in any capacity- Strong customer service, accurate and logical problem solving- Experience in creating technical documentation and sharing knowledge with others throughtraining delivery and mentoring- Strong Communication skills with Customer Support Background- Should be willing to work in Night shift/Americas- Communication skills in international environment- Excellent Communication Skills - verbal, listening, and written (including technical writing).- Interpersonal and relationship skills proven through work experience- Passion for lifelong learning and personal and professional development- Exposure and experience working with customers on the Cloud, e.g. Microsoft Cloudproducts or other Cloud Management System- Current Microsoft IT Certification preferred (Ex. MCSE, MCSA, MCSD, MCTS) will be an added advantage**Why join Sonata Software?**At Sonata, you´ll have an outstanding opportunity. The chance to use your skills and imaginat