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Business Analysis & Requirement Gathering: Conduct interviews and workshops to gather business and functional requirements, analyze existing processes for optimization via Dynamics 365 CE, and translate requirements into detailed functional specifications and user stories. Document use cases, process flows, and solution designs.
Solution Design & Configuration: Design scalable Dynamics 365 CE solutions, configure out-of-the-box functionality, customize CRM using no-code/low-code solutions (Power Apps, Power Automate), and support CRM extension with third-party tools or integration frameworks.
Implementation & Delivery: Lead or support CRM project implementation (development, testing, deployment, go-live), collaborate with technical consultants and developers for custom solutions, assist with data migration, and conduct end-to-end testing including UAT.
Training & Support: Develop user manuals and training guides, deliver workshops, provide post-go-live support, and act as a Subject Matter Expert (SME) for Dynamics CRM.
Project Coordination & Stakeholder Communication: Participate in Agile/Scrum or Waterfall ceremonies, maintain project documentation (RAID logs, status reports, change requests), and manage stakeholder expectations for successful CRM initiative delivery.
Work Experience:
3-5 years of hands-on experience implementing Microsoft Dynamics 365 CE/CRM.
Deep understanding of Dynamics 365 modules: Sales, Customer Service, Marketing, Field Service (optional).
Experience with Power Platform tools: Power Apps (Canvas and Model-driven), Power Automate, and Power BI.
Proficiency in CRM customization tools: Advanced Find, Solution Management, Business Process Flows, Security Roles.
Experience with CRM SDK, JavaScript, and REST APIs (basic understanding for functional support).
Familiarity with Azure Integration Services (Logic Apps, Service Bus, API Management) is a plus.
Understanding of data management, data quality, and GDPR compliance in a CRM context.
Experience with build, promote, and release management processes.
Required Skills:
Knowledge of extensibility tools (Microsoft Power Platform, Power Apps, Portals, Power Automate, Power BI, APIs, etc.).
Knowledge of Azure tools (App services, B2C, Storage Accounts, etc.).
Knowledge of deployment tools (e.G., TFS, Azure DevOps).
Excellent interpersonal and communication skills with technical and non-technical stakeholders.
Strong analytical and problem-solving mindset.
Ability to work independently and collaboratively across teams.
Adaptability to fast-paced environments with multiple priorities.
Attention to detail and commitment to delivering high-quality solutions.
