D365 CE Techno-Functional Consultant

Role Overview

The D365 CE Techno‑Functional Consultant will play a key role in delivering end-to-end Microsoft Dynamics 365 Customer Engagement (CE) solutions, combining functional consulting expertise with hands-on technical capability. The role requires working closely with clients, stakeholders, and delivery teams to design, configure, develop, and implement scalable CRM solutions aligned with business processes.

Core Responsibilities

1. Consulting & Requirements Gathering

- Engage with business stakeholders to gather, analyze, and document requirements
- Lead workshops, discovery sessions, and solution discussions
- Translate business needs into functional specifications and technical designs 1

2. Solution Design & Architecture

- Design end-to-end D365 CE solutions across:
- Sales
- Customer Service
- Field Service
- Align solutions with industry best practices and ITC delivery frameworks
- Define scalable architecture, including integration patterns and data models

3. Configuration & Customization

- Configure and customize D365 CE using:
- Dataverse entities, forms, views, and security models
- Business rules, workflows, and Power Automate flows
- Develop technical components:
- Plugins (C#)
- JavaScript customizations
- PCF components (preferred) 2

4. Integration & Data Management

- Design and implement integrations with external systems using:
- Azure services (Logic Apps, Functions)
- APIs and middleware
- Manage:
- Data migration
- Data mapping & transformation
- Data integrity and governance 3

5. End-to-End Delivery Ownership

- Participate across full lifecycle:
- Design Configuration Development Testing Deployment Support
- Ensure quality deliverables, system performance, and client satisfaction 4




- Support Agile / Scrum or hybrid project delivery models

6. Testing, Training & Support

- Lead UAT coordination and validation
- Provide end-user training and documentation
- Troubleshoot and resolve production issues and enhancements

7. Collaboration & Stakeholder Management

- Work cross-functionally with:
- Developers
- Architects
- Business teams
- Act as a bridge between functional and technical teams 5
- Communicate effectively with both technical and non-technical stakeholders

Technical Skill Requirements

Dynamics 365 & Power Platform

- Strong expertise in:
- D365 CE (Sales, Customer Service, Field Service)
- Dataverse architecture
- Proficiency in:
- Power Apps (Model-driven apps)
- Power Automate
- Power BI (reporting/analytics)

Development Skills

- Hands-on experience with:
- C#, .NET plugins
- JavaScript / TypeScript
- REST APIs and integrations
- Understanding of:
- Solution management (ALM)
- Azure DevOps

Integration & Cloud

- Experience with:
- Azure Integration Services
- APIs and connectors
- Knowledge of enterprise integration patterns is critical

Functional Expertise

- Robust understanding of:
- CRM business processes (Lead-to-Cash, Case Management, Service)
- Business Process Mapping and BPM lifecycle
- Ability to:
- Align system capabilities with business outcomes
- Drive process optimization through technology 6

Experience Requirements

- 5+ years of experience in Dynamics 365 CE implementations
- Proven track record of end-to-end project delivery
- Experience in client-facing consulting roles
- Exposure to multi-module or enterprise-scale deployments

Certifications (Preferred)

- Microsoft Dynamics 365 certifications such as:
- D365 Customer Service Functional Consultant
- D365 Sales Functional Consultant
- Power Platform Solution Architect

Language: English (Business)

📌 Dynamics CRM Functional Associate+ (India)
🏢 ITC WORLDWIDE
📍 India