Dynamics 365 Customer Experience Functional Consultant

Dynamics 365 Customer Experience (CE) Functional Consultant

We are seeking an experienced dynamics 365 CE functional consultant who can lead functional design and delivery of Microsoft Dynamics 365 Customer Engagement solutions. The candidate will work closely with business stakeholders and technical teams to translate business requirements into effective CRM solutions that enhance customer experience and operational efficiency

 

• Lead business requirement gathering workshops and stakeholder discussions
• Analyze business processes and map them to Dynamics 365 CE capabilities
• Design functional solutions using out‑of‑the‑box features with minimal customization
• Prepare Functional Design Documents (FDDs) and user stories

 

• Configure and customize:
  • Entities, fields, forms, views, dashboards
  • Business rules and validation logic
  • Business Process Flows (BPFs)
  • SLAs, queues, routing rules
• Implement security roles, teams, and hierarchy security
• Configure auditing, duplicate detection, and data management rules

Module Expertise

• Strong hands‑on experience in one or more CE modules:
  • Sales
  • Customer Service
  • Field Service
  • Marketing
• Understand end‑to‑end customer lifecycle management

8 years of experience in Dynamics CRM / Dynamics 365 CE Functional Consulting 

 Strong understanding of CRM business processes (Sales, Service, Customer Engagement) 

 Hands‑on experience with D365 CE configuration and customization 

 Experience working in Agile / Scrum delivery models 

 Strong documentation and communication skills

Experience Level

Senior Level