Microsoft Dynamics 365 CRM – Functional Consultant (ARXADA)

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Role Overview

Functional Consultant

Microsoft Dynamics 365 Customer Service

Customer Service

Sales

Customer Insights

Key Responsibilities

• Lead functional workshops and requirement-gathering sessions with business stakeholders.
• Analyze business processes and translate them into functional specifications and solution designs.
• Prepare detailed documentation including Functional Requirement Documents (FRDs) and Fit-Gap analyses.
• Configure and customize D365 Customer Service including:
• Entities, forms, views, and dashboards
• Workflows, business rules, and process flows
• Queues, SLAs, and case management
• Collaborate with technical teams for custom development and integrations.
• Support testing (SIT/UAT), training, and deployment activities.
• Provide functional input for Sales and Marketing modules if the engagement extends.
• Ensure alignment with best practices and maintain high-quality delivery standards.
  

Required Skills & Experience

• 7+ years of hands-on experience with the Microsoft Dynamics 365 platform.
• Proven expertise in D365 Customer Service module; exposure to Sales and Customer Insights is a plus.
• Strong understanding of CRM processes including case management, service scheduling, SLAs, and knowledge base.
• Proficient in system configuration and customization (no-code/low-code).
• Experience working in Agile/Scrum environments.
• Excellent communication and stakeholder management skills.
• Ability to work independently and collaboratively in a global delivery model.
  

Preferred Qualifications

• Microsoft certifications in Dynamics 365 (e.g., MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant).
• Experience with Power Platform (Power Automate, Power Apps).
• Exposure to D365 Marketing or Power Pages is a plus.