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Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio

In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.

Your role and responsibilities

A Package Consultant for Microsoft Dynamics 365 Customer Engagement is responsible for configuring the system to meet customer-specific business requirements in areas such as Field Service, Project Service, and Sales. They should be familiar with add-ons like Unified Service Desk and have a solid understanding of business processes. The role involves documenting business requirements, participating in solution design sessions, and creating functional design documents to guide development. The consultant will configure and customize the Dynamics application, demonstrate out-of-the-box features, and validate the final solution to ensure it aligns with the requirements. They will also collaborate with stakeholders throughout the entire process, including during user acceptance testing.

Required education
Bachelor's Degree
Preferred education
Bachelor's Degree
Required technical and professional expertise

We are seeking for Systems Reliability Engineer (SRE) Level 2 to support the Microsoft Dynamics 365 CCaaS platform. As a SRE II, you will play a pivotal role in ensuring the reliability, availability, and performance of cloud-based contact center solutions. You will monitor and respond to alerts, incidents, implement automation for recurring tasks, and contribute to improving platform observability, scalability, and efficiency.

Key Responsibilities:

Incident Management & Troubleshooting

·         Monitor application telemetry (via Application Insights, Azure Monitor, etc.) and logs to proactively detect and respond to issues.

·       Triage and resolve incidents related to Dynamics 365 Omnichannel components (Voice, Chat, SMS) and related Azure services.

·       Collaborate with other workgroups such as users and level 1 support and escalate to Level 3 (engineering) when needed.

·       Participate in root cause analysis (RCA) and postmortem documentation.

System Reliability & Automation

·         Implement and maintain health checks and automated scripts for proactive monitoring and recovery.

·       Assist in managing CI/CD pipelines and ensure safe deployment practices.

Observability & Monitoring

·         Configure and fine-tune alerts using Application Insights, Log Analytics (using KQL), and Azure dashboards.

·       Monitor system health KPIs, latency, error rates, and user experience metrics.

Collaboration & Support

·         Work closely with cross-functional teams including Tier 3, developers, QA, and infrastructure teams as required

·       Act as a technical SME during planned changes and major incidents.

·       Provide technical documentation and knowledge sharing to legacy apps team

Preferred technical and professional experience

Microsoft Dynamics 365 CCaaS or other relevant modules (CE, CS, F&O)
Systems Reliability Engineering / Operations Support / Application Support experience
Observability and Monitoring - Splunk, Grafana, or other dashboards

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 50 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.


OTHER RELEVANT JOB DETAILS

For additional information about location requirements, please discuss with the recruiter following submission of your application.