CE Functional Consultant

Key Responsibilities

• Gather, analyze, and document business requirements from stakeholders.
• Design and implement solutions using Microsoft Dynamics 365 Customer Engagement (CE) and Field Service modules.
• Lead requirement workshops, fit-gap analysis, and solution design sessions.
• Configure and customize Dynamics 365 CE applications, including: Field Service Customer Service Sales (preferred)
• Field Service
• Customer Service
• Sales (preferred)
• Configure and manage: Work Orders Inspections Service Agreements Resource Scheduling Resource Requirements Booking Rules Inventory Management Connected Assets
• Work Orders
• Inspections
• Service Agreements
• Resource Scheduling
• Resource Requirements
• Booking Rules
• Inventory Management
• Connected Assets
• Design and optimize scheduling using Schedule Board and Resource Scheduling Optimization (RSO) .
• Prepare functional specifications and work closely with technical consultants during development.
• Perform system testing, UAT support, defect tracking, and issue resolution.
• Conduct user training sessions and develop functional documentation.
• Support data migration, integrations, and deployment activities.
• Provide post-go-live support and continuous improvement recommendations.

Required Skills

• 5 to 8 years of experience in Microsoft Dynamics 365 CE/CRM Functional Consulting .
• Minimum 3+ years of hands-on experience with Dynamics 365 Field Service .
• Strong knowledge of: Work Orders Asset Management Scheduling and Dispatching Service Agreements Resource Scheduling Optimization Inventory Management Mobile Workforce Management
• Work Orders
• Asset Management
• Scheduling and Dispatching
• Service Agreements
• Resource Scheduling Optimization
• Inventory Management
• Mobile Workforce Management
• Experience in requirement gathering, process mapping, and solution design.
• Strong understanding of Dynamics 365 CE platform capabilities.
• Experience working with Agile and Waterfall implementation methodologies.
• Ability to create functional design documents, user stories, and test cases.
• Knowledge of Power Platform (Power Apps, Power Automate) is preferred.
• Familiarity with integrations using Azure Services, APIs, and third-party applications.
• Strong communication and stakeholder management skills.

Preferred Qualifications

• Microsoft Dynamics 365 Functional Consultant Certifications.
• Experience in end-to-end Dynamics 365 CE/Field Service implementation projects.
• Exposure to Service Management, Utilities, Manufacturing, Telecommunications, or Healthcare domains.
• Experience working in global delivery environments.

Educational Qualification

• Bachelor's degree in Engineering, Computer Science, Information Technology, or a related field.
• Relevant Microsoft certifications will be an added advantage.

Key Competencies

Nice to Have

• Dynamics 365 Customer Service expertise
• Power BI reporting experience
• Copilot for Dynamics 365 exposure
• Knowledge of Field Service Mobile App configuration
• Experience with Connected Field Service and IoT integrations

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