We are seeking a Senior Sales & Customer Service Functional Consultant with strong Microsoft Dynamics 365 experience to lead functional design, implementation, configuration, testing, data migration, and user adoption activities across Dynamics 365 Sales and Dynamics 365 Customer Service. The consultant will work closely with business stakeholders, technical teams, data migration specialists, and project leadership to translate business requirements into scalable Dynamics 365 solutions.
Key Responsibilities
- Lead discovery workshops and document business processes, requirements, pain points, and future-state processes for Sales and Customer Service.
- Own functional solution design for Dynamics 365 Sales and Customer Service, including process flows, functional specifications, configuration decisions, and fit-gap analysis.
- Configure and demonstrate Dynamics 365 capabilities including Accounts, Contacts, Leads, Opportunities, Activities, Products, Price Lists, Quotes, Orders, Cases, Queues, Knowledge Management, SLAs, Entitlements, Customer Service routing, and related features.
- Design customer journeys and end-to-end processes covering lead-to-opportunity, opportunity-to-order, case-to-resolution, escalation, service-level management, and customer communication.
- Configure security roles, business units, teams, views, forms, business process flows, dashboards, and model-driven app navigation in collaboration with the solution architect.
- Define functional requirements for integrations with Finance & Operations, Field Service, Power Platform, portals, external applications, and other enterprise systems.
- Work with data migration teams to define source-to-target mappings, transformation rules, data quality requirements, validation rules, and reconciliation procedures.
- Support migration from legacy CRM/customer service platforms into Dataverse and Dynamics 365.
- Prepare functional specifications and acceptance criteria for customizations, integrations, reports, workflows, Power Automate flows, and Power Apps.
- Lead conference-room pilots, solution demonstrations, functional testing, system integration testing, user acceptance testing, and defect triage.
- Prepare test scenarios, test scripts, training materials, process documentation, and user guides.
- Support go-live planning, cutover activities, hypercare, issue resolution, and continuous improvement.
- Provide functional leadership and mentoring to junior functional consultants and business analysts.
- Maintain strong awareness of Microsoft Dynamics 365 product capabilities, release changes, recommended practices, and extensibility options.
Dynamics 365 Functional Expertise
- Dynamics 365 Sales: Lead Management, Opportunity Management, Account and Contact Management, Activities, Products, Price Lists, Quotes, Orders, forecasting, dashboards, business process flows, and sales processes.
- Dynamics 365 Customer Service: Case Management, Queues, Activities, Knowledge Management, SLAs, Entitlements, routing, escalation, service processes, customer interactions, and service dashboards.
- Dataverse: Tables, relationships, forms, views, business rules, choice fields, calculated/rollup fields, security concepts, and environment considerations.
- Power Platform: Power Automate, Power Apps, business process automation, approvals, notifications, and integration patterns.
- Cross-functional understanding of Dynamics 365 Finance & Operations, Field Service, Power Pages, and enterprise integration architecture.
Required Qualifications & Experience
- 5+ years of experience in CRM, Sales, Customer Service, or enterprise business applications consulting.
- Strong hands-on experience implementing Microsoft Dynamics 365 Sales and Dynamics 365 Customer Service.
- Proven experience working through the full implementation lifecycle: discovery, design, configuration, testing, migration, training, deployment, and support.
- Strong understanding of Dataverse and Microsoft Power Platform.
- Experience with data migration, source-to-target mapping, data cleansing, reconciliation, and cutover.
- Experience working in Agile/Scrum delivery environments and with Azure DevOps or similar tools.
- Strong documentation and workshop facilitation skills.
- Ability to work independently while collaborating effectively with architects, developers, data engineers, project managers, and business stakeholders.
Preferred Microsoft Certifications
- Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate.
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate.
- Microsoft Certified: Power Platform Functional Consultant Associate.
- Additional Dynamics 365 or Power Platform certifications are an advantage.