D365 CRM Functional Consultant

Avanade seeks a Dynamics 365 Customer Engagement (CE) Functional Consultant who will design, develop, and implement CE solutions for clients, collaborating closely with stakeholders and cross‑functional teams to deliver business value.

Responsibilities

• Solution Design & Configuration: Design and configure Dynamics 365 CE modules (Sales, Customer Service, Marketing, Field Service, etc.) to meet client requirements and 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 for client‑specific processes, including entities, fields, workflows, and forms; work with technical teams to integrate CE with other business applications, such as ERP, marketing, and service platforms.
• Client Advisory & Best Practices: Act as the primary functional advisor, offering expertise on Dynamics 365 CE best practices, industry standards, and platform optimisation.
• Governance & Security: Implement data governance, security roles, and compliance policies across environments.
• Training & Enablement: Conduct workshops, training sessions, and knowledge transfers for 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 internal teams and clients.
• Collaboration with Cross‑functional Teams: Work closely with developers, system administrators, and project managers to ensure successful solution delivery; participate in project planning and progress meetings.

Skills & Experience

• Strong knowledge of Microsoft Dynamics 365 Customer Engagement modules (Sales, Customer Service, Marketing, Field Service, etc.).
• Hands‑on experience customizing Dynamics 365 CE, including entity, form, view, workflow, and dashboard configuration.
• 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 deliver functional solutions and best practices.
• Strong understanding of CRM principles and customer engagement processes.
• Experience in writing functional specifications and process documentation.
• Familiarity with Power Platform components (Power Apps, Power Automate) to extend CE.
• Appreciation of solution management, ALM, and DevOps practices.
• Microsoft Certifications (e.g., MB-210, MB-230, PL-200).

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