Job Purpose

The Dynamics 365 CRM Techno-Functional Consultant will lead the design, configuration, customization, and implementation of Microsoft Dynamics 365 Customer Engagement (Sales, Service, Marketing, Field Service). This role combines deep functional knowledge with strong technical skills to deliver tailored CRM solutions that meet business requirements and ensure successful adoption.

Key Responsibilities

· Collaborate with business stakeholders to gather and document CRM requirements.

· Analyze current processes and design optimized workflows leveraging Dynamics 365 capabilities.

· Translate business needs into detailed functional specifications and solution blueprints.

· Configure Dynamics 365 CRM modules (Sales, Service, Marketing, Field Service).

· Design and implement workflows, Power Automate flows, dashboards, and security roles.

· Customize Dynamics 365 using C# plugins, custom workflows, and business rules.

· Develop JavaScript for form scripting and UI enhancements.

· Create and customize SSRS reports, dashboards, and views.

· Work with Web APIs, Azure services, and integration tools for third-party system connectivity.

· Conduct unit testing and support UAT.

· Participate in solution deployment, post-go-live support, and performance optimization.

· Prepare end-user training materials and deliver workshops.

· Provide ongoing support for CRM users and resolve technical/functional issues.

· Act as a liaison between business stakeholders, vendors, and technical teams.

Qualifications & Skills

· Bachelor’s degree in Computer Science, Information Systems, or related field.

· 7 years of experience in Microsoft Dynamics 365 CRM (Customer Engagement).

· Strong knowledge of CRM modules: Sales, Customer Service, Marketing, and Field Service.

· Hands-on experience in:

· - Programming: C#, JavaScript, TypeScript (for custom development and form scripting).

· - Customizations: Plugins, workflows, Power Automate, web resources.

· - Integrations: REST/SOAP Web APIs, Azure Logic Apps, Data Export Service.

· - Data Migration: KingswaySoft, SSIS, or equivalent ETL tools.

· - Reporting: SSRS, Power BI dashboards.

· Familiarity with Power Platform (PowerApps, Power Automate, Power BI).

· Basic understanding of DevOps pipelines for CRM deployment (Azure DevOps).

Preferred Certifications

· Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate

· Microsoft Certified: Power Platform Functional Consultant Associate

· Microsoft Certified: Azure Fundamentals (AZ-900) – Advantage

Key Competencies

· Strong problem-solving and analytical skills.

· Excellent communication and stakeholder engagement abilities.

· Ability to manage multiple priorities in a fast-paced environment.

· Consulting mindset with strong presentation and client interaction skills.

Key Performance Indicators (KPIs)

· Project Delivery: Achieve 95% on-time delivery of CRM projects and enhancements.

· User Adoption: Reach 85%+ active user engagement within 3 months post-implementation.

· System Uptime: Maintain CRM system availability at 99.9%.

· Issue Resolution: Resolve 90% of CRM-related support tickets within SLA timelines.

· Stakeholder Satisfaction: Achieve 90% satisfaction rate in post-implementation surveys.

· Customization Quality: Ensure zero critical defects in customizations post-go-live.