United Kingdom


Birmingham (UK), Edinburgh, Glasgow, Godalming, London, Manchester, Newcastle

Area of expertise:

Enterprise Technology Architecture

Job Description

At Avanade we create change for a living, and joining us is your chance to do the same. Founded in 2000 by Accenture LLP and Microsoft Corporation, we have 60,000 people in more than 20 countries helping the world’s biggest and most innovative organizations realize results in a digital world – with business technology solutions, cloud and managed services that combine insight, innovation and expertise in Microsoft technologies. Find out more at

The D365 Customer Engagement (Customer Service) Business Solution Advisor is responsible for driving revenue for the D365 Customer Engagement (Customer Service) business, globally, through prospecting, acquisition, development, and expansion customer opportunities.


The D365 Customer Engagement (Customer Service) Business Solutions Advisor (BSA) will provide technical and solution envisioning expertise to the Avanade and Accenture sales teams. The BSA will help develop and execute sales strategies, drive proposal efforts and provide technical sales support. The BSA will specialize in Microsoft Dynamics Customer Engagement Solutions for Customer Service and therefore provide deep expertise in lead qualification, opportunity assessment, opportunity development and proposal development. This role will be cross-industry. 



Sales Support (60%) 

Proactively deliver strategic messages and roadmaps to both new and existing customers within the Local Account Groups 

Work with the Business development (sales) team to develop and execute selling strategies
Provide pre-qualification expertise to evaluate customers' business needs and align them based upon Avanade differentiators 

Consistently build depth in breadth in technology expertise through Avanade’s multiple tools, mandated training, access to enterprise cutting edge engagements 

Help the customer see what is possible with technology (visionary)
Manage customer information using internal tools such as the internal CRM system, deal pricing tool, and/or regional sales spreadsheets
Deliver quality presentations (both written and oral) and customized product demonstrations (POC)
Serve as the Solution lead for new opportunities and direct large proposal efforts
Understand customer business requirements to the depth you are able to spark conversation around new opportunities (what is possible with technology) 

Solution Development (30%) 

Build relationships with Accenture, Microsoft, industry groups and customers 

Give input to the Global COE Team in developing and executing plans for brand development, customer referrals, market awareness and market positioning 

Represent Avanade at relevant customer and industry events and write POV documents/conduct webinars which create positive exposure for Avanade’s brand 

Contribute to the development of Avanade intellectual property, including assets and knowledge capital 

Evangelize the Customer Service/Contact Centre solutions across the Global regions 

Customer Delivery (10%)
Project kickoff support
Customer/Prospect training 

OBJECTIVES / METRICS for Avanade Customer Engagement BSA: 

Sales Support (sales and revenue targets) 

Solution Assets

Harvesting of field-generated assets 

Continual Growth and Maintaining of technical skills and certifications 

Avanade Capability Readiness and Thought Leader (MU and Sales) 

Be active in Avanade technology communities & demonstrate leadership 

Be active in Customer Service/Contact Centre communities & demonstrate leadership 


Deep functional and technical acumen and understanding of Microsoft Dynamics CE for Customer Service, Nuance, Copilot Studio (AKA PVA)

Understand and articulate integration architectures including development tools/products, and standards 

Strong customer service orientation 

Business Process Analysis and Design   

Contact/Call Center ISV solutions

Strong knowledge of the following Microsoft (and underlying technologies): Azure, Voice (including ACS and Teams), Power Platform, Office365 


Minimum BS/BA in a technical discipline or equivalent.

10+ years experience in CRM either in pre sales, customer solution development. A delivery background is desirable. 

10+ years exposure to Contact Centre technologies (eg. Nice, Genesys, Avaya, SAP); 

Data & AI, ERP experience is considered an asset

Technical/Other Skills: SFDC knowledge is an asset.


Demonstrated success in the leading and managing of people in a team-based environment.

Excellent presentation skills.

Strong written and verbal communication skills.

Strong consulting and client facing skills.

Avanade® Is An Equal Opportunity Employer. Avanade prohibits discrimination and harassment against any employee or applicant for employment because of race, color, age, religion, sex, national origin, sexual identity or expression, sexual orientation, disability, veteran, military or marital status, genetic information or any other protected status.

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About Avanade

Avanade is the leading provider of innovative digital, cloud and advisory services, industry solutions and design-led experiences across the Microsoft ecosystem. Every day, our 59,000 professionals in 26 countries make a genuine human impact for our clients, their employees and their customers. 

We have been recognized as Microsoft’s Global SI Partner of the Year more than any other company. With the most Microsoft certifications (60,000+) and 18 (out of 18) Gold-level Microsoft competencies, we are uniquely positioned to help businesses grow and solve their toughest challenges.

We are a people first company, committed to providing an inclusive workplace where employees feel comfortable being their authentic selves. As a responsible business, we are building a sustainable world and helping people from underrepresented communities fulfil their potential. 

Majority owned by Accenture, Avanade was founded in 2000 by Accenture LLP and Microsoft Corporation. Learn more at