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