Experience

8+ years

Shift

Australian – 5:00 AM IST

Work Mode

Remote

Role Summary

We are seeking a hands-on and client-focused Senior Microsoft Dynamics 365 CE CRM Functional Consultant to provide functional configuration, managed-services support, and continuous improvement across Dynamics 365 Customer Engagement solutions.

The role will own support cases from initial triage through resolution and closure, combining strong D365 CE configuration capability with skilled client communication. The successful candidate will be able to configure screens, Business Process Flows, Power Automate flows, Dataverse components, security settings, and portal/Power Pages capabilities while working across multiple client environments.

Experience with Dynamics 365 Customer Insights – Journeys (CI-J) and/or Customer Insights – Data (CI-D) is the top specialisation priority. Dynamics 365 Customer Service and Contact Centre experience is also highly valued.

Key Responsibilities

- Act as the primary functional point of contact for assigned Dynamics 365 CE support cases, taking ownership from initial triage through investigation, resolution, client communication, documentation, and closure.
- Triage, prioritise, categorise, and document support requests accurately in line with agreed SLAs, client commitments, and service-management processes.
- Configure and customise Dynamics 365 CE solutions to resolve client issues and deliver functional enhancements.
- Configure and maintain Dataverse tables, columns, relationships, forms, views, dashboards, business rules, business process flows, security roles, and related CE configuration.
- Build and enhance Business Process Flows (BPFs), Power Automate cloud flows, approval processes, notifications, and functional automation.
- Configure and support Dynamics 365 portals/Power Pages, where applicable.
- Support functional requirements across D365 CE applications, including Sales, Customer Service, Customer Insights, and related Power Platform capabilities.
- Configure and support Customer Insights – Journeys and/or Customer Insights – Data processes, including customer journeys, segmentation, consent/preference processes, customer data configuration, and issue resolution.
- Support Customer Service and Contact Centre processes, including case management, queues, routing, SLAs, entitlements, knowledge management, and service workflows.
- Investigate and troubleshoot functional issues, perform root-cause analysis, recommend permanent fixes, and validate solutions before closure.
- Identify recurring issues, configuration gaps, user training needs,



and process-improvement opportunities; contribute proactively to problem prevention and knowledge sharing.
- Escalate complex, high-impact, or technical issues to functional leads, technical consultants, delivery teams, or Microsoft support, providing clear issue context, business impact, troubleshooting steps, and supporting evidence.
- Manage client expectations professionally by communicating clearly on issue priority, dependencies, solution options, risks, and expected timelines.
- Handle difficult client conversations with confidence, empathy, professionalism, and a strong ownership mindset.
- Maintain high-quality case notes, solution documentation, configuration records, knowledge articles, support runbooks, and handover documentation.
- Collaborate with functional consultants, technical consultants, delivery teams, and client stakeholders across Australia and New Zealand.
- Manage multiple client cases and competing priorities while maintaining quality, responsiveness, attention to detail, and composure.

Mandatory Skills & Experience
- Three to five or more years of relevant hands-on experience as a Microsoft Dynamics 365 CE/CRM Functional Consultant, CRM Support Consultant, D365 CE Application Consultant, or similar role.
- Strong functional configuration experience across Microsoft Dynamics 365 Customer Engagement, with generalist coverage across multiple CE modules.
- Hands-on experience configuring Dataverse tables, columns, relationships, forms, views, dashboards, business rules, business process flows, and security roles.
- Proven experience building and maintaining Business Process Flows and Power Automate cloud flows in a functional delivery or support capacity.
- Demonstrable hands-on screen/form customisation experience in Dynamics 365 CE; candidates must have personally completed configuration work rather than only gathering requirements or documenting others’ work.
- Experience supporting Dynamics 365 CE in a managed services, client-support, consulting, or SLA-driven environment.
- Strong support-case management capability, including triage, prioritisation, investigation, troubleshooting, client updates, documentation, escalation, and closure.
- Proven ability to manage multiple clients, cases, priorities,



and deadlines while maintaining service quality.
- Strong written and verbal communication skills, including the ability to explain issues and resolution options clearly to technical and non-technical stakeholders.
- Ability to manage client expectations and navigate challenging client conversations professionally.
- Strong ownership mindset, with a demonstrated record of independently delivering functional configuration, support resolutions, and client outcomes.
- Experience creating and maintaining support documentation, knowledge articles, case records, process documents, and configuration documentation.
- Availability for the Australian or Current Zealand shift and for two office-visit days per month.

Good to Have
- Hands-on experience with Dynamics 365 Customer Insights – Journeys (CI-J).
- Hands-on experience with Dynamics 365 Customer Insights – Data (CI-D).
- Experience configuring customer journeys, segments, event processes, consent/preference management, marketing interactions, and customer-data processes.
- Experience with Dynamics 365 Customer Service, including cases, queues, routing, SLAs, entitlements, knowledge management, and service automation.
- Experience with Dynamics 365 Contact Centre, Omnichannel, or customer-engagement capabilities.
- Functional experience with Power Pages/portals, Power Apps, Dataverse, and broader Microsoft Power Platform configuration.
- Experience with CRM migration, data cleansing, data integration, data quality, workplace management, and release coordination.
- Experience using Azure DevOps, Jira, ServiceNow, or similar work-management and support-ticketing platforms.
- Relevant Microsoft Dynamics 365 Customer Experience, Customer Insights, Customer Service, Power Platform, or Power Automate certifications.
- Experience contributing to managed-services process improvement, knowledge-base development, support runbooks, and operational reporting.
- Experience working with distributed delivery teams across Australia and New Zealand.

Candidate Expectations
- Candidates must be comfortable with the stated Australian or New Zealand shift, remote work model, and two office-visit days per month.
- Candidates must be willing to work in a multi-client, high-accountability managed-services environment with SLA-driven support commitments.
- Candidates should be able to demonstrate their individual configuration and support contributions clearly during the interview process.
- Customer Insights – Journeys and/or Customer Insights – Data experience will be given strong preference.

📌 Senior Microsoft Dynamics 365 CE CRM Functional Consultant (India)
🏢 DataLunix
📍 India