Description

Title of Position:D365 CRMSenior Functional Consultant (Customer Engagement)

Title of Supervisor:IT Director

Department:Information Technology

Location: Hyderabad

PRIMARY OBJECTIVE OF POSITION:

The D365 CRMFunctional Consultantis 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,configuringanddemonstratingcapabilities,advising onfunctional 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, andmaintainfunctional 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 andmaintainarchitecture deliverables (e.g., architecture diagrams, solution blueprints, and technical/functional specifications) to support implementation, integration, and ongoing platform evolution.
Participate inD365 CRM implementations, upgrades, and enhancements from design through deployment.
Analyze production issues, defects, and enhancementrequests,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 end-user training materials,deliver training sessions,andpost go-livesupport.
Manage D365 CE environments from a functional standpoint: ensure configuration consistency, coordinate access controls with IT, and maintain UAT environment readiness for testing cycles.
Participate in definingplatform standards, governance, security, andapplicationlifecycle management (ALM) practices.
Partner with IT and vendor leadership to manage and forecast D365/Power Platform licensing and Dataverse capacity; recommend optimizations to support performance, cost, and growth.
LeadD365CErelease planning and deployment governance for D365 CRM, includingmaintaininga release calendar, coordinating CAB/change control activities, and driving deployment communications and readiness.
Manage D365 CE environments from a functional perspective: ensure configuration workbooks are applied consistently across Dev, Test, and UAT environments;validateenvironment readiness before testing cycles.Help define needs forEnvironment provisioning, access controls, and data refreshes.
Define functional integration requirements between D365 CEand other data sources(such as ERPsystems, Dataverse, and Fabric); providinghand-offspecifications to the technical team forimplementation..
Own feature management for Dynamics 365 CRM, including assessment, enablement planning, and adoption of existing capabilities and future Microsoft releases.
Review Microsoft release notes and roadmap updates; assess impactstoconfigurations, customizations, and integrations; and define upgrade readiness and remediation plans.
Evaluate Microsoft and third-party ISV solutions; make functional fit recommendations aligned to business requirements and goals.
Ensure configured solutions align with business requirements, agreed functional designs, and compliance expectations. Own functional data mapping:identifysource fields, define target D365 CE data structures, coordinate data cleanse with business users, and manage migration validation and sign-off.

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or abilityrequired. Reasonableaccommodationsmay be made to enable individuals with disabilities to perform the essential functions.

Bachelor's degree in Information Technology, Computer Science, ora relatedfield, or equivalent experience.
6+ years of experience delivering enterprise CRM solutions in Microsoft Dynamics 365 CRM (Dynamics 365 Customer Engagement applications).
Strong knowledge of D365 CRM functional capabilities, Dataverse, security model, and environment management.
Hands-on experience with D365 CE configuration across Sales, Field Service, and Customer Service modules. No custom developmentrequired— configuration and standard platform capabilities only.Experience working in customizedD365 CE environments is a plus.
Functional understanding of D365 CE and D365 F&O integration touchpoints — ability to define functional data exchange requirements for handoff to a technical team
Proven ability to lead functional workstreams end-to-end — from requirements workshops through configuration, UAT, and training delivery — working directly with business stakeholders
Demonstrated experience producing andmaintainingsolution design artifacts (e.g., functional design documents, integration specifications, and environment strategy/ALM documentation).
Experience working in Agile delivery models and partnering with product teams (e.g., Product Owners, Scrum Masters, and cross-functional delivery teams), including using Azure DevOps (ADO) to manage backlogs, user stories, and delivery execution.
Strong analytical, problem-solving, and communication skills.
Experience with Dynamics 365CRMSalesand related Power Platform components (Power Apps, Power Automate, Power BI)required.
Functional awareness of D365 CE and D365 F&O data relationships; ability to define and document integration requirements for technical handoff. Familiarity with D365 Marketing / Customer Insights - Journeys and Customer Voicea plus.
Proven experience owning functional data mapping specifications and supporting migration validation for core CE entities (accounts, contacts, leads, opportunities, casesetc).
Microsoft Dynamics 365Customer Engagement Applicationsor Power Platform certifications.
Functional administration of D365 CE: security role configuration, environment readiness management, and Power Platform fundamentals - Power Automate flows and Power BI reports. Experience delivering functional demonstrations and proof-of-concept sessions to business stakeholders. D365 Field Service functional experience (work orders, scheduling board, URS, resource configuration)stronglypreferred.
This role requires strong leadership and collaboration skills, including the ability to influence without authority, communicate complex technical concepts to non-technical audiences, and partner effectively with business leaders, vendors, and cross-functional IT teams to deliver high-quality solutions.

D365 CRM Senior Functional Consultant