CE Functional Lead

Key Responsibilities

Client Engagement & Discovery

• Lead workshops and discovery sessions to understand client business processes and requirements.
• Serve as the primary liaison between clients and delivery teams.

Solution Design & Implementation

• Translate business requirements into functional specifications.
• Design and configure Dynamics 365 CE solutions, including Customer Insights and Journeys.
• Conduct fit-gap analysis and prototype business processes.
• Ensure seamless integration with systems like IVR, payment gateways, and self-service portals.

Project Leadership

• Guide functional workstreams across the project lifecycle from envisioning to deployment.
• Collaborate with technical leads, developers, and project managers to ensure successful delivery.
• Promote user adoption through training, change management, and support.

Optimization & Support

• Provide ongoing functional support and system optimization.
• Identify and implement enhancements to improve user experience and system performance.

Required Skills & Experience

• 8+ years in business analysis, CRM solution design, and implementation.
• Experience with at least 2 full-cycle Dynamics 365 CE implementations.
• Strong understanding of Dynamics 365 CE modules, customization, and configuration.
• Familiarity with integrating CRM with Contact Center applications, mobile apps, and ERP systems.
• Excellent communication, analytical, and problem-solving skills.
• Ability to lead cross-functional teams and manage client expectations.

Preferred Certifications

• Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
• Dynamics 365 Fundamentals (MB-910)
• Power Platform Solution Architect Expert (PL-600)
• Power Platform App Maker Associate (PL-100)
• Power Platform Functional Consultant Associate (PL-200)