This is how a Customer Engagement consultant's day unfolds at delaware

Feb 02, 2024

András Sziebert has been working at delaware for more than three years, where he serves as a Customer Engagement consultant within the Global Delivery Center (GDC). In the following interview, you can learn about András's work, the CRM world, and his daily routine here at delaware.

But first, what is GDC?

The Global Delivery Center is delaware's global service network, currently present in Harbin (China), the Philippines, Malaysia, Brazil, Morocco, India, and Hungary. The purpose of this network is to maximise the utilisation of local experiences and expertise in international projects, providing support and services to both clients and each other. This operational model follows the "follow the sun" approach, meaning that regardless of geographical location and time, real-time needs are addressed, ensuring continuous support. 

András Sziebert

Customer Engagement Consultant

What does working in the Global Delivery Center team mean to you?

I joined delaware in October 2020 as the first D365 Customer Engagement consultant in Hungary. From here, I have been assisting—and continue to assist—the Belgian team. I joined the Global Delivery Center team when it was established, as my previous work seamlessly fit into the international project profile of GDC. Therefore, the switch was logical.

In the GDC team, the main focus is on international projects, allowing us to meet colleagues from around the world and collaborate on projects. As a member of the team, working on various projects provides insight into the business processes and culture of companies in different countries, which is very exciting for me.


Within the GDC, which area do you specialise in?

I started working with Microsoft Dynamics for the first time in 2017, completely by chance. I knew nothing about it, only the most basic things. I got to know this world better at my previous workplace, and I can confidently say that it was an extremely fortunate encounter, as I became very fond of it, and I have been working with it ever since.

The Microsoft D365 CE enterprise resource planning system, and more broadly, the Power Platform, are products where Microsoft provides the basics for the system—such as database and permission management—so we have to deal with these to a much lesser extent compared to traditional software development since we receive many things ready-made. This allows us to focus on content, meaning what data to store in the system, what processes users need, and how to automate them for the most efficient operation. We largely accomplish these tasks not through traditional coding but through low-code and no-code methods. I like this approach because I prefer to think about how we can implement our clients' needs in the system, and plan processes, rather than working on the specific implementation. Of course, this doesn't mean that I don't program or debug like software developers typically do, but the focus and scale are different.

How does your work help clients in their everyday lives?

Being a D365 consultant and developer means maintaining an active relationship with clients alongside development work. My goal is to understand their needs and find solutions to their problems that can contribute to the efficient operation of their area in the long run. As a developer, this helps me better understand the purpose of the development work I am involved in, enabling me to do a better job. Most importantly, the results are more appealing to the clients. We place significant emphasis on identifying the needs of clients and providing them with advice regarding the business processes that they want to manage in the Customer Relationship Management (CRM) system. This way, they can make the most out of the system and operate much more efficiently.

What does a typical workday look like for you?

My workdays are usually quite diverse, as alongside development, I am closely involved with the project team, whether it's planning a specific feature or having higher-level discussions about a feature. Typically, we maintain daily contact with the client, constantly showing them the completed features to receive feedback quickly and ensure the best quality.

Frequent coordination with other teams is often necessary, as the client's CRM system is usually not standalone; for example, it may be integrated with other databases or websites. In addition, in the rapidly changing world of IT, it is essential to keep our knowledge up-to-date, as Microsoft is continually introducing many innovations.

However, challenges often arise in daily work. Finding solutions to meet the client's needs is not always straightforward because various factors must be considered, ranging from the existing system and different processes to integration and the overall customer experience. It's not always possible to implement something exactly as the client envisions initially, but it often turns out that they didn't think about every detail before the project. Planning is usually a complex process, with effective and clear communication being key to solving most problems, in my experience.

Why do you recommend delaware as an employer?

delaware is a large international company with a wide variety of projects. The CRM market in Hungary is not very extensive, so if someone wants to challenge themselves on significant projects with foreign clients, delaware is an excellent place for that. From a professional perspective, it's positive that the company has been dealing with D365 for a very long time, providing a wealth of relevant experience in this field. Additionally, the atmosphere in the team I work with is great, with a supportive professional environment, making the workdays enjoyable. Overcoming professional challenges becomes a fantastic shared experience.


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