Key Responsibilities

Client Engagement & Discovery

- Lead workshops and discovery sessions to understand client business processes and requirements.
- Serve as the primary liaison between clients and delivery teams.

Solution Design & Implementation

- Translate business requirements into functional specifications.
- Design and configure Dynamics 365 CE solutions, including Customer Insights and Journeys.
- Conduct fit-gap analysis and prototype business processes.
- Ensure seamless integration with systems like IVR, payment gateways, and self-service portals.

Project Leadership

- Guide functional workstreams across the project lifecycle from envisioning to deployment.
- Collaborate with technical leads, developers, and project managers to ensure successful delivery.
- Promote user adoption through training, change management, and support.

Optimization & Support

- Provide ongoing functional support and system optimization.




- Identify and implement enhancements to improve user experience and system performance.

Required Skills & Experience

- 8+ years in business analysis, CRM solution design, and implementation.
- Experience with at least 2 full-cycle Dynamics 365 CE implementations.
- Robust understanding of Dynamics 365 CE modules, customization, and configuration.
- Familiarity with integrating CRM with Contact Center applications, mobile apps, and ERP systems.
- Excellent communication, analytical, and problem-solving skills.
- Ability to lead cross-functional teams and manage client expectations.

Preferred Certifications

- Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
- Dynamics 365 Fundamentals (MB-910)
- Power Platform Solution Architect Expert (PL-600)
- Power Platform App Maker Associate (PL-100)
- Power Platform Functional Consultant Associate (PL-200)

📌 CE Functional Lead (Pune)
🏢 HITACHI SOLUTIONS
📍 Pune