We are seeking an experienced and client-focused CRM Functional Consultant with strong expertise in Dynamics 365 CRM and the Banking/Finance domain. The ideal candidate will be responsible for gathering business requirements, driving functional discussions, and delivering CRM solutions aligned with business needs.
Key Responsibilities:
- Engage with stakeholders (Business Analysts, Product Owners, and clients) to gather, analyze, and document business requirements.
- Drive requirement discussions and translate business needs into functional specifications, user stories, and use cases.
- Analyze and document current business processes, workflows, and systems.
- Perform fit-gap analysis and map business requirements to CRM functional modules.
- Work closely with technical teams to ensure alignment between business requirements and product development.
- Collaborate with design and development teams to create solution blueprints, UI designs, and workflows.
- Configure out-of-the-box (OOB) features in Dynamics 365 CRM.
- Ensure proper documentation and traceability across the product lifecycle (FDDs, process flows, wireframes, Visio diagrams, etc.).
- Provide functional guidance and support during implementation, testing, and go-live phases.
- Conduct user training sessions and provide post-implementation support.
- Work on CRM integrations and ensure adherence to best practices and DevOps processes.
- Stay updated with the latest Dynamics 365 CRM and Power Platform enhancements.
Required Skills & Qualifications:
- Strong communication and stakeholder management skills (MANDATORY).
- Proven experience in the Banking/Finance domain (MANDATORY).
- Hands-on functional knowledge of CRM modules:
- Sales (Mandatory)
- Customer Service (Mandatory)
- Marketing
- Field Service
- Experience working as a Functional Consultant in 4–5 CRM implementations (MANDATORY).
- Strong client-facing experience with the ability to lead discussions independently.
- Ability to translate business problems into functional requirements.
- Experience in requirement gathering, documentation, and solution design.
Technical Skills:
- Expertise in Microsoft Dynamics 365 CRM.
- Knowledge of Power Platform:
- Power Apps
- Power Automate
- Power Virtual Agents (PVA)
- Understanding of CRM integrations and best practices.
- Familiarity with DevOps processes.
- Ability to create documentation such as:
- Functional Design Documents (FDD)
- Wireframes
