Dynamics 365 CE Functional Consultant

Roles & Responsibilities

• Lead discovery sessions, stakeholder interviews, and requirement-gathering workshops
• Analyze business processes and map them to Dynamics 365 CE functionality
• Define AS-IS and TO-BE processes and identify solution gaps
• Prepare BRDs, FRDs, user stories, and functional specifications
• Design scalable CRM solutions using entities, forms, views, dashboards, BPFs, workflows, rules, and security roles
• Configure CE modules such as Sales, Customer Service, Marketing, and Field Service
• Define data models, relationships, field structures, and functional logic
• Collaborate with technical teams for plugins, PCF controls, integrations, and customization requirements
• Act as primary functional point of contact for business and IT stakeholders
• Guide clients on CRM best practices and Microsoft-recommended processes
• Review functional designs and validate alignment with business needs
• Prepare test scenarios, scripts, and acceptance criteria
• Support UAT, defect triage, release planning, go-live readiness, and hypercare
• Support data migration (mapping, cleansing, validation)
• Work with technical teams on integrations with ERP, portals, and third-party systems
• Configure reports, charts, dashboards using CE and Power Platform tools
• Conduct end-user training, demos, and system walkthroughs
• Develop training materials, user manuals, and process documentation
• Drive CRM user adoption and support change management initiatives

Skills Required

• 12+ years of CRM experience, with 7–8+ years in Dynamics 365 CE / CRM

• Strong functional knowledge of:

  • Sales lifecycle processes
  • Case & service management
  • Marketing processes
  • Lead-to-Opportunity & Order-to-Cash cycles
  • Knowledge management, SLAs, customer service automation
• Hands-on experience with BPFs, workflows, roles, teams, dashboards & configurations
• Strong analytical and business process mapping skills
• Excellent documentation skills (BRDs, FRDs, process flows, user stories)
• Experience working in Agile/Scrum environments
• Strong communication & stakeholder management
• Familiarity with Power Automate, Dataverse tables/relationships/data types
• Preferred exposure to Power Apps (Model-Driven) and Power BI dashboards
• Industry experience preferred: Insurance, BFSI, Retail, Public Sector, Telecom, Manufacturing
• Experience in multi-country CRM rollouts is a plus