We're on the lookout for a Senior Techno-Functional Consultant - CRM who can lead end-to-end delivery of Dynamics 365 CE and Customer Insights solutions, combining functional consulting, technical oversight, and solution design to enable data-driven customer engagement and digital transformation.
Responsibilities
- Lead discovery workshops, requirements gathering, customer journey mapping, and data strategy discussions.
- Conduct Fit-Gap analysis and design scalable CRM and CDP architectures aligned with Microsoft best practices.
- Provide functional expertise across Sales, Customer Service, Marketing, and Field Service.
- Build unified customer profiles, segmentation, enrichment, and activation in Customer Insights.
- Oversee technical designs, data models, and integration strategies with ERP, portals, and IoT systems.
- Guide configuration of Field Service components (Work Orders, Scheduling, Agreements, Inspections).
- Implement workflows, Power Automate processes, and CI-driven triggers for automation and orchestration.
- Enable AI insights, behavioral analytics, and omni-channel personalization.
- Drive SIT/UAT cycles, ensure smooth deployments, and support user training and adoption.
- Mentor consultants and collaborate closely with cross-functional delivery teams.
Requirements
- 6-8 years of strong expertise in Dynamics 365 CE across core modules with hands-on experience in Customer Insights (Data & Journeys).
- Proficiency in Power Platform, Azure, and .NET with understanding of integrations and data modeling.
- Proven experience leading workshops and translating business needs into scalable CRM/CDP solutions.
- Experience delivering enterprise-level D365 CE and Customer Insights implementations.
- Strong documentation, communication, and stakeholder management skills.
- Bachelor's degree in a relevant field; Microsoft certifications in Dynamics 365, Power Platform, or Azure preferred.
