Microsoft Dynamics Consultant

Dynamics 365 Functional Consultant

Key Responsibilities

• Provide functional support to internal and external users for E-services solutions, including Microsoft Dynamics 365 CRM, Field Service, integrations, portals, and mobile applications:
• Guide users on system usage
• Troubleshoot issues and identify root causes
• Resolve data discrepancies and workflow/process failures
• Manage and resolve support tickets in line with defined SLAs, ensuring timely closure and high user satisfaction
• Handle user queries via calls, emails, and in-person interactions; assist walk-in users with CRM-related requests and transactions
• Conduct user training sessions and adapt training approaches based on user needs and learning styles
• Collaborate with stakeholders to gather requirements and translate them into functional solutions
• Execute discovery and design workshops to define business processes and system requirements
• Configure and implement Microsoft Dynamics 365 Customer Engagement (CE) and Field Service modules
• Develop functional documentation including:

• Solution Design Documents (SDDs)

• Process workflows and user guides (using MS Word, PowerPoint, Visio)
• Create proof of concepts, demonstrations, and assist in drafting Statements of Work (SOW), including effort and cost estimations
• Ensure solution quality, system performance, and adherence to best practices
• Build strong client relationships by understanding business processes and delivering value-driven solutions
• Perform business process analysis and provide actionable insights and recommendations
• Support reporting needs with functional knowledge of Power BI dashboards
• Deliver presentations to stakeholders across different organizational levels
• Incorporate user experience (UX) principles to enhance usability and align solutions with business goals

Qualifications & Experience

• 3–5 years of experience in Microsoft Dynamics 365 CRM implementation and configuration
• Hands-on experience with Dynamics 365 Customer Engagement and Field Service modules
• Strong understanding of business process analysis and solution design
• Experience in requirement gathering, stakeholder management, and end-user support
• Familiarity with Power BI dashboards (functional level)
• Basic understanding of .NET framework is an added advantage
• Excellent communication and interpersonal skills, with the ability to interact with stakeholders across all levels