Retail & Commerce Support Consultant

Illumina Technology Solutions

About the role

• We are looking for a dedicated D365 Retail & Commerce Support Consultant to join our team in the UAE. The ideal candidate will provide functional support for Dynamics 365 Commerce (Retail) environments, including POS and omnichannel systems, while working PST hours. This role focuses on issue resolution, system stability, and user support to ensure uninterrupted retail operations

Job Type: Full-time
Location: UAE Remote (the ideal candidate should be present in UAE or eligible to work in UAE)
Working Hours: PST (Pacific Standard Time)

Essential Functions

• Provide functional support for D365 Commerce including Retail POS, back office, and eCommerce modules
• Troubleshoot issues related to transactions, pricing, promotions, loyalty, and store operations
• Collaborate with cross-functional teams to resolve system issues across Retail, Inventory, and Order Management
• Handle incident and service request tickets using defined SLA guidelines
• Work closely with business users and technical teams to investigate and resolve root causes
• Support integrations with payment gateways, inventory systems, and third-party retail applications
• Monitor Commerce Scale Unit (CSU) and Retail Server for performance and availability
• Document support resolutions, root cause analysis, and maintain knowledge base articles
• Support user access, role-based security configurations, and compliance tracking
• Participate in UAT and regression testing for hotfixes, feature updates, and deployments
• Provide PST-hour coverage in collaboration with global support teams

Required Qualifications

• Minimum of 5+ years of experience in D365 Retail/Commerce support or functional consulting
• Solid understanding of POS systems, inventory workflows, promotions, and loyalty programs
• Strong hands-on experience with Retail Server, CSU, and Retail SDK components
• Experience in handling L2/L3 support tickets and coordinating with Microsoft for escalations
• Proficiency in D365 Commerce troubleshooting and functional impact analysis
• Experience with support tools like Azure DevOps, LCS, or ServiceNow is preferred
• Familiarity with order processing, fulfillment, and omnichannel retail operations
• Strong documentation and communication skills, especially in remote support environments
• Flexibility to work PST hours from the UAE
• Microsoft certification in D365 Commerce or equivalent is a plus
• Experience in retail, consumer goods, fashion, or similar industries is preferred