Job Description

We are seeking a highly skilled Senior Functional Consultant with deep experience in Microsoft Dynamics 365 Customer Engagement (CE) to lead functional design and delivery of CRM solutions for enterprise clients. This role involves working closely with business stakeholders to gather requirements, configure applications, and deliver solutions that support customer experience, sales, marketing, and service operations.

The ideal candidate brings strong business process knowledge, deep CRM product expertise, and the ability to lead end-to-end solution implementation within cross-functional teams.

Key Responsibilities:

• Lead the functional design and delivery of Microsoft Dynamics 365 CE solutions, including modules such as Sales, Customer Service, Marketing, and custom model-driven apps.
• Collaborate with business stakeholders to gather, analyze, and document requirements and translate them into functional specifications.
• Configure out-of-the-box features, workflows, business rules, and security roles within Dynamics 365 CE.
• Conduct fit-gap analysis, provide recommendations on best practices, and support decision-making with stakeholders.
• Assist in user acceptance testing (UAT), training sessions, and go-live readiness activities.
• Provide input into solution architecture, working closely with technical consultants and developers.
• Support data migration, reporting, and integration planning activities.
• Ensure solutions are delivered in alignment with business goals, project timelines, and quality standards.
• Serve as a mentor to junior consultants and support knowledge-sharing across the team.

Qualifications:

• Bachelors degree in Information Technology, Business, or related field.
• 6-8 years of hands-on experience implementing Microsoft Dynamics 365 CE solutions.
• Strong knowledge of Sales, Customer Service, and/or Marketing modules within Dynamics 365.
• Experience with solution design, process mapping, requirement gathering, and application configuration.
• Familiarity with Power Platform components (Power Apps, Power Automate) is preferred.
• Excellent documentation and communication skills; comfortable leading client workshops and demos.
• Understanding of CRM data models, security roles, workflows, and system administration.
• Ability to work effectively in multi-disciplinary teams, including business analysts, developers, and project managers.

Preferred Certifications:

• Microsoft Certified: Power Platform Functional Consultant Associate
• Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate
• Microsoft Certified: Customer Service Functional Consultant Associate