Role & responsibilities :

- Lead requirement gathering workshops and stakeholder discussions.

- Analyze business processes and perform fit-gap assessments.

Design and configure Dynamics 365 CRM solutions across :

1. Sales

2. Customer Service

3. Customer Insights / Marketing

4. Field Service (preferred)

- Prepare functional design documents, user stories, process maps, and solution specifications.

- Collaborate with technical teams for customizations, integrations, and data migration activities.

- Configure forms, views, dashboards, security roles, business rules, workflows, and Power Automate flows.

- Support solution testing, UAT, training, and change management activities.

- Provide functional leadership during project delivery and post-go-live support.

- Participate in presales activities, solution demonstrations, effort estimations, and proposal preparation.

- Mentor junior consultants and contribute to CRM best practices and governance.

Preferred candidate profile :

- 8-15 years of overall professional experience.

- Strong expertise in Microsoft Dynamics 365 CRM / CE modules, especially Sales and Customer Service.

- Proven experience leading end-to-end CRM implementation projects.

- Strong business process analysis and stakeholder management skills.

- Experience with :

1. Microsoft Power Apps

2. Power Automate

3. Power BI

4. Dataverse

- Understanding of CRM security models, solution management, and release processes.

- Experience working in Agile and hybrid delivery environments.

- Excellent communication, presentation, and client-facing skills.

Preferred Skills :

- Experience with Dynamics 365 Customer Insights, Marketing, or Field Service.

- Exposure to Azure Integration Services and API-based integrations.

- Experience with Microsoft Copilot, Copilot Studio, and Agentic AI solutions.

- Experience working with global customers across the UK, Europe, or North America.

Certifications (Preferred) :

- Microsoft Certified : Dynamics 365 Customer Experience Analyst Associate

- Microsoft Certified : Power Platform Functional Consultant Associate

Education :

- Bachelor's degree in Computer Science, Information Technology, Business, or a related field.