Microsoft Dynamics 365 Functional Consultant

Role Summary

We are looking for an experienced Microsoft Dynamics 365 Functional Consultant with strong functional expertise in Dynamics 365 Sales and Customer Service modules. The candidate will be responsible for understanding business requirements, conducting workshops, designing business processes, configuring Dynamics 365, performing fit-gap analysis, and supporting implementation through testing, UAT, training, deployment, and post-go-live support.

The candidate should have strong business process knowledge across Sales and Customer Service and be able to independently lead functional discussions with business stakeholders.

Key Responsibilities

• Conduct business requirement gathering and process discovery workshops.
• Understand current business processes and define future-state processes using Dynamics 365.
• Perform fit-gap analysis and recommend standard Dynamics 365 capabilities.
• Translate business requirements into functional requirements, user stories, process flows, and acceptance criteria.
• Prepare functional design documents, configuration documents, process maps, and test scenarios.
• Configure Dynamics 365 Sales and Customer Service based on approved business requirements.
• Conduct solution walkthroughs and demonstrations with business stakeholders.
• Coordinate with technical teams where integrations or customizations are required.
• Support functional testing, UAT, defect resolution, training, deployment, and post-go-live activities.
• Independently manage functional workstreams and stakeholder communication.

Dynamics 365 Sales – Functional Expertise

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

• Account and Contact Management
• Lead Management and Lead Qualification
• Opportunity Management
• Sales Pipeline Management
• 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
• Duplicate Detection and Data Quality
• Sales Dashboards, Charts, and KPIs
• Sales Accelerator
• Sales Sequences and Worklists
• Sales Insights capabilities
• Dynamics 365 Sales integration with Outlook and Teams
• Copilot capabilities within Dynamics 365 Sales, where applicable

Dynamics 365 Customer Service – Functional Expertise

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

• Case Management
• Case Creation, Assignment, Escalation, and Resolution
• Case Categories and Subjects
• Case Priorities and Status Management
• Parent and Child Cases
• Case Merging
• Queues and Queue Management
• Service Level Agreements (SLAs)
• SLA KPIs, Warning Actions, and Escalations
• Entitlements
• Knowledge Management
• Knowledge Article Lifecycle
• 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
• Customer Service Historical and Real-Time Analytics
• Customer Voice / Customer Feedback
• Omnichannel capabilities such as Chat, Messaging, and Voice, where applicable
• Copilot capabilities within Dynamics 365 Customer Service, where applicable

Testing, UAT & Training

• Prepare functional test scenarios and test cases for Sales and Customer Service processes.
• Perform functional and end-to-end business process testing.
• Coordinate and support User Acceptance Testing (UAT).
• Work with business users to validate Sales and Customer Service processes.
• Track functional defects and coordinate resolution.
• Prepare user manuals, process documents, and training materials.
• Conduct end-user and train-the-trainer sessions.
• Support go-live, hypercare, and post-production stabilization.

Required Skills & Experience

• 8–11 years of experience in Microsoft Dynamics CRM / Dynamics 365 functional consulting.
• Strong hands-on functional experience with Microsoft Dynamics 365 Sales and Customer Service.
• Experience implementing end-to-end Sales and Customer Service business processes.
• Strong understanding 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
• Strong experience in requirements gathering and business process analysis.
• Experience conducting fit-gap analysis and functional solution design.
• Experience configuring Dynamics 365 Sales and Customer Service.
• Experience preparing functional specifications, user stories, process flows, and test cases.
• Experience managing functional testing and UAT.
• Strong stakeholder management and workshop facilitation skills.
• Excellent analytical, problem-solving, documentation, presentation, and communication skills.
• Ability to independently lead Dynamics 365 Sales and Customer Service functional workstreams.
• Ability to work closely with business stakeholders, solution architects, developers, testers, and project managers.