Position Summary

We are seeking an experienced Senior Functional Solutions Consultant specializing in Microsoft Dynamics 365 Customer Engagement (CRM) to lead business transformation initiatives and deliver innovative customer-centric solutions. The successful candidate will work closely with business stakeholders, project teams, and technical consultants to design, implement, and optimize Dynamics 365 CRM solutions that drive measurable business outcomes.

This role requires strong expertise in Dynamics 365 Sales, Customer Service, Marketing, Customer Insights, Power Platform, and CRM best practices, combined with exceptional consulting, stakeholder management, and solution design skills.

Key Responsibilities

Solution Design & Consulting

• Lead discovery workshops, requirements gathering sessions, and business process analysis.
• Translate business requirements into scalable Dynamics 365 CRM solutions.
• Design end-to-end Customer Engagement solutions aligned with business objectives and industry best practices.
• Define functional architecture and recommend process improvements.
• Create solution blueprints, functional specifications, and user stories.

Dynamics 365 CRM Implementation

• Lead implementation and configuration of:

- Dynamics 365 Sales

- Dynamics 365 Customer Service

- Dynamics 365 Marketing / Customer Insights Journeys

- Dynamics 365 Field Service (preferred)

• Configure entities, forms, views, business processes, workflows, and security models.
• Collaborate with technical consultants on integrations, data migration, and custom development requirements.

Stakeholder Management

• Act as a trusted advisor to business leaders and project sponsors.
• Facilitate workshops and executive presentations.
• Manage stakeholder expectations and drive decision-making processes.
• Provide strategic guidance on CRM roadmap and digital transformation initiatives.

Delivery Leadership

• Lead functional workstreams within enterprise CRM projects.
• Mentor junior consultants and business analysts.
• Support project planning, estimation, risk identification, and mitigation activities.
• Ensure solution quality and alignment with project objectives.

Power Platform & Innovation

• Leverage Power Platform capabilities including:

- Power Apps

- Power Automate

- Copilot Studio

- Power BI

• Identify opportunities for automation and process optimization.
• Recommend innovative approaches using Microsoft Business Applications technologies.

Training & Adoption

• Develop training materials and user documentation.
• Conduct user acceptance testing (UAT) sessions.
• Support organizational change management and user adoption initiatives.
• Provide post-go-live support and continuous improvement recommendations.

Required Qualifications

• Bachelor's degree in Information Technology, Business, Computer Science, or related field.
• 7+ years of experience delivering CRM solutions.
• 5+ years of hands-on experience with Microsoft Dynamics 365 Customer Engagement.
• Strong experience in business process analysis and solution design.
• Experience leading enterprise-scale CRM implementations.
• Deep understanding of:

- Dynamics 365 Sales

- Dynamics 365 Customer Service

- Customer Insights / Marketing

- Power Platform

- Microsoft Dataverse

• Strong workshop facilitation and stakeholder engagement skills.
• Excellent communication and presentation abilities.

Preferred Qualifications

• Microsoft Certifications such as:

- Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate

- Microsoft Certified: Dynamics 365 Functional Consultant Associate

- Microsoft Certified: Power Platform Functional Consultant Associate

- Microsoft Certified: Power Platform Solution Architect Expert

• Experience with Agile and Scrum methodologies.
• Experience with Azure integrations and enterprise applications.
• Consulting experience within Microsoft partner or system integrator environments.
• Knowledge of AI-enabled business applications and Copilot capabilities.

Technical Skills

• Dynamics 365
• Customer Engagement (CE)
• Sales
• Customer Service
• Customer Insights
• Field Service
• Omnichannel
• Power Platform
• Power Apps
• Power Automate
• Dataverse
• Power BI
• Copilot Studio
• Integration & Data
• Azure Integration Services
• API Integration
• Data Migration
• Data Management Frameworks
• Methodologies
• Agile
• Scrum
• Waterfall
• Business Process Reengineering
• Requirements Management

Key Competencies

• Strategic Thinking
• Solution Architecture Awareness
• Client Relationship Management
• Leadership and Mentoring
• Business Process Optimization
• Stakeholder Engagement
• Problem Solving
• Executive Communication
• Collaboration and Teamwork

Success Measures

The successful candidate will:

• Deliver high-quality Dynamics 365 CRM solutions on time and within budget.
• Increase business adoption and value realization from CRM investments.
• Drive process efficiencies through automation and digital transformation.
• Build trusted advisor relationships with business and IT stakeholders.
• Contribute to practice growth, innovation, and knowledge sharing.