Microsoft Dynamics 365 Functional Consultant

Role Overview

We are seeking a knowledgeable Microsoft Dynamics 365 Functional Consultant with extensive expertise in the Sales and Customer Service modules of Dynamics 365. The selected candidate will be tasked with grasping business requirements, facilitating workshops, designing business workflows, configuring Dynamics 365, conducting fit-gap analyses, and providing support throughout the implementation phase, including testing, user acceptance testing (UAT), training, deployment, and ongoing post-go-live assistance.

The ideal applicant should possess a comprehensive understanding of business processes related to Sales and Customer Service and should be capable of independently leading functional discussions with business stakeholders.

Primary Responsibilities

• Facilitate workshops for gathering business requirements and process discovery.
• Analyze existing business workflows and outline future-state processes utilizing Dynamics 365.
• Conduct fit-gap analyses and suggest standard capabilities of Dynamics 365.
• Convert business requirements into functional specifications, user stories, process diagrams, and acceptance criteria.
• Create functional design documentation, configuration documents, process maps, and testing scenarios.
• Configure Dynamics 365 Sales and Customer Service in accordance with validated business requirements.
• Lead solution demonstrations and walkthroughs for business stakeholders.
• Collaborate with technical teams for necessary integrations or customizations.
• Assist with functional testing, UAT, defect resolution, training, deployment, and post-go-live support.
• Independently oversee functional workstreams and manage stakeholder communications.

Dynamics 365 Sales – Functional Skills

The candidate must possess robust functional knowledge and hands-on experience in:

• Account and Contact Management
• Lead Management and Qualification
• Opportunity Management
• Sales Pipeline Oversight
• Sales Business Process Flows
• Activities and Relationship Management
• Product Catalog Management
• Product Families and Unit Groups
• Price Lists and Discount Structures
• Quote Management
• Order and Invoice Management
• Sales Goals and Targets
• Sales Forecasting
• Territory Management
• Sales Teams
• Competitor Management
• Opportunity Stakeholders
• Lead and Opportunity Assignment
• Data Quality and Duplicate Detection
• Sales Dashboards, Charts, and KPIs
• Sales Accelerator
• Sales Sequences and Worklists
• Sales Insights capabilities
• Integration of Dynamics 365 Sales with Outlook and Teams
• Copilot features within Dynamics 365 Sales, as applicable

Dynamics 365 Customer Service – Functional Skills

The candidate should have significant functional knowledge and implementation experience in:

• Case Management
• Creation, Assignment, Escalation, and Resolution of Cases
• Case Categories and Subjects
• Management of Case Priorities and Status
• Parent and Child Case Handling
• Case Merging Techniques
• Queue and Queue Management
• Service Level Agreements (SLAs)
• SLA KPIs, Warning Actions, and Escalation Procedures
• Entitlements
• Knowledge Management
• Knowledge Article Lifecycle Management
• Automatic Record Creation Rules
• Email-to-Case Processes
• Case Routing
• Unified Routing
• Workstreams
• Assignment Rules
• Skills-Based Routing
• Capacity Management
• Customer Service Workspace
• Agent Inbox and Productivity Tools
• Agent Scripts and Macros
• Customer Service Dashboards and KPIs
• Historical and Real-Time Analytics for Customer Service
• Customer Voice / Feedback Mechanisms
• Omnichannel capabilities including Chat, Messaging, and Voice, as applicable
• Copilot features within Dynamics 365 Customer Service, as applicable

Testing, UAT & Training

• Develop functional test scenarios and cases for Sales and Customer Service processes.
• Execute functional and end-to-end business process testing.
• Facilitate and support User Acceptance Testing (UAT).
• Collaborate with business users to validate Sales and Customer Service workflows.
• Monitor functional defects and ensure timely resolution.
• Prepare user manuals, process documentation, and training resources.
• Conduct training sessions for end-users and train-the-trainer workshops.
• Assist with go-live, hypercare, and stabilization post-production.

Essential Skills & Experience

• 8–11 years of experience in functional consulting for Microsoft Dynamics CRM / Dynamics 365.
• Substantial hands-on functional experience with Microsoft Dynamics 365 Sales and Customer Service.
• Proven track record in implementing comprehensive Sales and Customer Service business processes.
• Strong grasp of:
• Lead and Opportunity Management
• Sales Pipeline and Forecasting
• Product and Quote Management
• Case Management
• SLA and Entitlement Management
• Queue and Routing Management
• Knowledge Management
• Customer Service Workspace
• Demonstrated experience in gathering requirements and analyzing business processes.
• Expertise in conducting fit-gap analysis and designing functional solutions.
• Experience with configuring Dynamics 365 Sales and Customer Service.
• Ability to prepare functional specifications, user stories, process flows, and test cases.
• Experience managing functional testing and UAT processes.
• Strong skills in stakeholder management and workshop facilitation.
• Excellent analytical, problem-solving, documentation, presentation, and communication abilities.
• Capability to independently guide Dynamics 365 Sales and Customer Service functional workstreams.
• Proficient in collaborating with business stakeholders, solution architects, developers, testers, and project managers.