We are seeking a highly motivated Dynamics 365 Retail / Commerce Techno-Functional Consultant with strong troubleshooting, configuration, and analysis skills to support one of our mission-critical global retail projects. The ideal candidate should have hands-on experience working with D365 Commerce (Retail), including POS operations, HQ configurations, store setups, and retail business workflows. This role requires working closely with cross-functional teams in a fast-paced environment, providing Level 2/3 support, analyzing system behavior, resolving incidents, and ensuring smooth functioning of end-to-end retail operations. The candidate must be comfortable working in night shifts to support global customers.

Key Responsibilities :

Technical / Functional Support :

- Troubleshoot and resolve D365 Retail POS and Commerce HQ configuration issues in real-time.

- Provide L2/L3 support for ongoing incidents related to POS operations, CRT, Retail Server, and Commerce Scale Units.

- Analyze functional breaks in store operations and provide quick resolutions to minimize business impact.

- Review and troubleshoot sync failures between channels, POS devices, and HQ.

- Debug issues through logs, traces, and monitoring dashboards.

Configuration & Setup :

- Perform configurations for : Stores, registers, POS profiles, and channel database settings

- Discounts, trade agreements, price groups, affiliation/loyalty setups

- Workers, roles, retail parameters, and commerce components

- Work with headquarters (HQ) and store teams to ensure correct configuration deployment across environments.

- Support installations, updates, and patching of POS clients and retail components.

Technical Diagnostics :

- Perform detailed log analysis (Retail Server logs, CRT logs, POS logs, Event Viewer, Commerce Scale Unit logs).

- Use diagnostic tools and telemetry dashboards for troubleshooting.

- Execute and analyze SQL queries and Kusto queries (KQL) to identify root causes in databases or telemetry logs.

- Support performance tuning activities for POS, HQ, and channel DB.

Documentation & Knowledge Management :

- Follow and maintain existing documentation frameworks including TSG (Troubleshooting Guide).

- Prepare runbooks, SOPs, and issue-resolution templates for repeated issues.

- Document environment changes and support process improvements.

Collaboration :

- Work cross-functionally with product support, engineering, onshore teams, and business stakeholders.

- Participate in incident calls, root cause analysis meetings, and deployment activities.

- Escalate product bugs with detailed reproduction steps and logs.

Required Skills :

- 3+ years of technical experience working in Dynamics 365 Retail / Commerce environments.

- Strong understanding of POS systems, store operations, discounts, trade agreements, and retail master data.

- Excellent troubleshooting skills for POS, Retail Server, CRT, and channel database issues.

- Good log analysis skills and knowledge of monitoring tools.

- Ability to write and run SQL and Kusto (KQL) queries for debugging.

- Strong communication skills for interactions with global teams.

- Flexibility to work night shifts and rotational shifts every 2 months.

Preferred / Good-to-Have Skills :

- Experience with Commerce Scale Unit (CSU) and distributed topology.

- Knowledge of AX 2012 Retail or migration from AX to D365.

- Understanding of Omnichannel Commerce, payment connectors, and hardware station setups.

- Experience working with Azure components related to Commerce (App Insights, Log Analytics, Azure Monitor).

- Familiarity with retail integrations, APIs, and third-party system connections.

About Sonata Software :

Sonata is a global software company and one of Indias fastest-growing IT organizations. With deep expertise in Platform Engineering, Sonata supports global enterprises in their digital transformation journeys through its proprietary Platformation methodology. Our capabilities span Cloud, Data, AI/ML, IoT, RPA, and Cybersecurity, enabling customers to build scalable, intelligent, and connected digital ecosystems.