Microsoft Certified Trainer Dynamics 365 Customer Engagement

About the job Microsoft Certified Trainer Dynamics 365 Customer Engagement

About ITC Worldwide

ITC Worldwide is a global leader in delivering high-impact technology training and consultancy services. We specialize in empowering professionals and organizations through expert-led instruction in platforms such as Microsoft, AWS, Atlassian, IBM, and Oracle. Our mission is to foster innovation and operational excellence through education.

Role Overview

We are seeking a certified and experienced Microsoft Certified Trainer (MCT) with expertise in Dynamics 365 Customer Engagement. The ideal candidate will lead corporate workshops focused on CRM transformation, customer experience optimization, and certification prep across Sales, Marketing, and Customer Service modules.

Key Responsibilities

• Deliver official Microsoft training courses for MB-210 (Sales), MB-220 (Marketing), and MB-230 (Customer Service).
• Facilitate hands-on labs and scenario-driven workshops for CRM, CX, and service teams.
• Customize training programs to align with industry-specific CRM workflows and KPIs.
• Provide certification preparation including mock exams and practical exercises.
• Offer post-training support for CRM adoption, reporting, and ROI optimization.
• Align training delivery with enterprise customer engagement strategies and digital transformation goals.
  
  

Certification Preparation

The Customer Engagement trainer will lead certification-focused training for MB-210, MB-220, and MB-230, integrated with ITCs enterprise CRM enablement strategy:

• Pre-assessment diagnostics and learner readiness evaluations.
• Structured learning paths with Microsoft Learn content and CRM simulations.
• Practice exams and customer journey mapping exercises tailored to industry scenarios.
• Exam strategy workshops covering CRM-specific question formats and time management.
• Post-training support including mentoring and access to CRM learning communities.
  
  

MB-210: Focus on lead/opportunity management, pipeline reporting, and CRM configuration.

MB-220: Emphasis on campaign automation, segmentation, and marketing analytics.

MB-230: Deep dive into case management, service-level agreements, and omnichannel support.

Required Skills And Qualifications

• Valid Microsoft Certified Trainer (MCT) credential with MB-210, MB-220, and MB-230 certifications.
• Minimum of 5 years of experience in CRM implementation, customer experience, or Dynamics 365.
• Proven track record of delivering Microsoft training and consulting engagements.
• Strong understanding of customer journey design, CRM analytics, and service automation.
• Excellent presentation, communication, and interpersonal skills.
• Experience in instructional design and adult learning methodologies.
• Ability to adapt training delivery to different learning styles and technical levels.
• Willingness to travel for on-site training engagements.
• Bachelors degree in Business, Marketing, or a related field.
  
  

Preferred Skills

• Experience with Dynamics 365 Sales, Marketing, and Customer Service modules.
• Familiarity with Power Platform integrations and customer data platforms (CDPs).
• Ability to create multimedia and interactive training content.
• Experience in course development, examination, and assessment.
  
  

Professional Development

As part of ITC Worldwide, youll gain access to continuous learning opportunities, collaborate with top-tier instructors, and contribute to shaping the future of enterprise technology education through Microsoft platforms.