The D365 CRM Functional Consultant is the foremost functional expert on Microsoft Dynamics 365 CRM (Dynamics 365 Customer Engagement applications) capabilities and the primary technology owner for the platform. The role bridges business stakeholders and the D365 CE platform translating business requirements into system solutions, configuring and demonstrating capabilities, advising on functional trade-offs, and driving user adoption. The role works closely with business teams and the existing D365 F&O; team.
MAJOR AREAS OF ACCOUNTABILITY:
Serve as the primary functional expert on D365 CE capabilities across Sales, Field Service, and Customer Service; lead fit-gap analysis workshops; configure the platform; deliver functional demonstrations and proof-of-concept sessions to business stakeholders; advise on pros and cons of configuration options; and coach end users to drive adoption.
Own functional solution design document current-state business processes, produce future-state configuration designs,
and maintain functional specifications throughout the implementation lifecycle.
Collaborate with business stakeholders to translate requirements into functional specifications and configuration designs; work directly with stakeholders without requiring a separate business analyst intermediary.
Collaborate with business stakeholders to translate requirements into functional and technical designs.
Produce and maintain architecture deliverables (e.g., architecture diagrams, solution blueprints, and technical/functional specifications) to support implementation, integration, and ongoing platform evolution.
Participate in D365 CRM implementations, upgrades, and enhancements from design through deployment.
Analyze production issues, defects, and enhancement requests, design scalable and supportable solutions.
Own UAT planning and execution: prepare test cases, coordinate business testers, triage defects, and manage sign-off. Prepare role-based en