Description

MSD 365 CRM Functional – Roles & Responsibilities

- Gather and analyze business requirements from stakeholders across Sales, Customer Service, Marketing, and other CRM functions.
- Translate business requirements into Microsoft Dynamics 365 CRM functional specifications.
- Configure Dynamics 365 CRM modules based on business processes and requirements.
- Work with Dynamics 365 Sales, Customer Service, and Customer Insights/Journeys functionality.
- Define and configure Business Process Flows, Business Rules, Workflows, Forms, Views, Dashboards, and Business Units.
- Configure security roles, teams, users, and access privileges in coordination with security requirements.
- Conduct fit-gap analysis between standard Dynamics 365 functionality and business requirements.
- Prepare Functional Requirement Documents (FRDs), user stories, process flows, and functional specifications.
- Work closely with technical developers to explain functional requirements and validate proposed solutions.
- Support integration requirements between Dynamics 365 CRM and other enterprise applications.
- Participate in data migration activities, including data mapping, cleansing, validation, and reconciliation.
- Develop and execute test scenarios, test cases, and UAT plans.
- Perform functional testing, integration testing, regression testing, and support UAT.
- Identify, analyze, and resolve functional defects during implementation and testing.
- Support CRM reporting, dashboards, KPIs, and business analytics requirements.
- Conduct user training, prepare training materials and user guides, and support change-management activities.
- Provide production support and troubleshoot functional issues after go-live.




- Participate in Dynamics 365 CRM upgrades, enhancements, and release management.
- Coordinate with business users, developers, architects, integration teams, and project managers throughout the implementation lifecycle.
- Ensure CRM solutions follow Microsoft Dynamics 365 standard functionality and best practices wherever possible

Qualifications

Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, Masters - Software Engineering

Certifications

Oracle Certified Implementation Specialist (Oracle Cloud) - Oracle Oracle

Required Skills

Agile Methodology, Agile Methodology, Automated Testing, Change Management, CIG Integration, Client Advisory, Client Relations, Collaboration Tools, Customer Onboarding, Customer Relationship Management (CRM), Design Thinking, Enterprise Resource Planning (ERP), Executive Presence, Inclusion, JD Edwards Direct steam injection (DSI), JD Edwards Service Manager, Master Data Management (MDM), Modernizing Operations, OLFM (Oracle), Oracle Advanced Supply Chain Planning (ASCP), Oracle ATG Webservices, Oracle Cloud, Oracle Customer Experience (CX), Oracle Demantra Demand Driven Planning, Oracle Eloqua {+ 18 more}

Language

English (Required)

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Enterprise Application - Oracle N





Remote Type -

Hybrid

Work Shift -

Variable (India)

Why join Genpact?
• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter
• Make an impact – Help global enterprises solve business challenges that matter
• Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead
• Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
• Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work workplace that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

📌 Architect - Enterprise Application - Oracle N 4D (India)
🏢 1401 Genpact India
📍 India