Avanade
D365 CRM Functional Consultant
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Summary
At Avanade, we see how the power of Dynamics 365 & Power Platform shapes the future of businesses every day. By combining our unmatched Microsoft knowledge with our creative approach to innovation and strong industry knowledge, we create a lot of opportunities for Microsoft, our clients, and for you. Avanade has countless paths for you to pursue. One of them is sure to lead to your unique version of success.
As a Customer Engagement Functional Consultant, you will play a key role in designing, developing, and implementing Dynamics 365 Customer Engagement (CE) solutions. You will work closely with clients and project teams to create innovative business applications that enhance customer experiences and streamline operations. This role offers the opportunity to work for Microsoft’s #1 partner, with a strong focus on professional development, cutting-edge technology, and leadership in solution delivery.
Together We Do What Matters.
We are looking for a skilled and client-focused Dynamics 365 CE Functional Consultant to join our team. The ideal candidate will have a strong background in business analysis and CRM processes, with hands-on experience configuring and implementing Dynamics 365 Customer Engagement (Sales, Customer Service, Marketing, or Field Service). You will work with clients to understand their requirements, design solutions, and ensure successful delivery that drives business value.
Key Responsibilities
- Solution Design & Configuration: Design and configure Dynamics 365 CE modules (Sales, Customer Service, Marketing, Field Service, etc.) to meet client requirements. Ensure the system is set up to optimise workflows, data management, and reporting.
- Client Engagement: Collaborate with stakeholders to gather requirements, analyse business processes, and translate them into functional solutions.
- Technical Leadership: Provide guidance and mentoring to junior consultants and developers on best practices.
- Customisation & Integration: Customise Dynamics 365 CE to match client-specific processes, including custom entities, fields, workflows, and forms. Work with technical teams to integrate Dynamics 365 CE with other business applications, including ERP, marketing, and service platforms.
- Client Advisory & Best Practices: Serve as the primary functional advisor for clients, providing expertise on Dynamics 365 CE best practices, industry standards, and how to leverage the platform for business optimisation.
- Governance & Security: Implement data governance, security roles, and compliance policies across environments.
- Training & Enablement: Conduct workshops, training sessions, and knowledge transfers to client teams or internal staff.
- Continuous Improvement: Stay up to date with Microsoft’s roadmap, new features, and industry trends to advise clients strategically.
- Documentation & Reporting: Document functional specifications, configuration settings, and system changes. Prepare regular project status reports and communicate progress to both internal teams and clients.
- Collaboration with Cross-functional Teams: Work closely with technical teams (developers, system administrators) and project managers to ensure successful solution delivery. Participate in project planning and progress meetings, providing functional expertise throughout the project lifecycle.
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Qualifications
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Skills & Experience
- Strong knowledge of Microsoft Dynamics 365 Customer Engagement modules (Sales, Customer Service, Marketing, Field Service, etc.).
- Hands-on experience with customizing Dynamics 365 CE, including working with entities, forms, views, workflows, and dashboards.
- Excellent communication and presentation skills, with the ability to explain complex technical concepts to non-technical stakeholders.
- Ability to work directly with business stakeholders to provide functional solutions and best practices.
- Strong understanding of CRM principles and customer engagement processes.
- Excellent stakeholder management and communication skills.
- Experience in writing functional specifications and process documentation.
- Familiarity with Power Platform components (e.g., Power Apps, Power Automate) in the context of extending CE.
- Appreciation of solution management, ALM, and DevOps practices.
- Microsoft Certifications (e.g. MB-210, MB-230, PL-200)
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