Microsoft Dynamics 365 Functional Consultant

Role SummaryWe are looking for an experienced Microsoft Dynamics 365 Functional Consultant with strong functional expertise in Dynamics 365 Sales and Customer Service modules. The candidate will be responsible for understanding business requirements, conducting workshops, designing business processes, configuring Dynamics 365, performing fit-gap analysis, and supporting implementation through testing, UAT, training, deployment, and post-go-live support.The candidate should have strong business process knowledge across Sales and Customer Service and be able to independently lead functional discussions with business stakeholders.Key ResponsibilitiesConduct business requirement gathering and process discovery workshops.Understand current business processes and define future-state processes using Dynamics 365.Perform fit-gap analysis and recommend standard Dynamics 365 capabilities.Translate business requirements into functional requirements, user stories, process flows, and acceptance criteria.Prepare functional design documents, configuration documents, process maps, and test scenarios.Configure Dynamics 365 Sales and Customer Service based on approved business requirements.Conduct solution walkthroughs and demonstrations with business stakeholders.Coordinate with technical teams where integrations or customizations are required.Support functional testing, UAT, defect resolution, training, deployment, and post-go-live activities.Independently manage functional workstreams and stakeholder communication.Dynamics 365 Sales – Functional ExpertiseThe candidate should have strong functional knowledge and implementation experience in:Account and Contact ManagementLead Management and Lead QualificationOpportunity ManagementSales Pipeline ManagementSales Business Process FlowsActivities and Relationship ManagementProduct Catalog ManagementProduct Families and Unit GroupsPrice Lists and Discount StructuresQuote ManagementOrder and Invoice ManagementSales Goals and TargetsSales ForecastingTerritory ManagementSales TeamsCompetitor ManagementOpportunity StakeholdersLead and Opportunity AssignmentDuplicate Detection and Data QualitySales Dashboards, Charts, and KPIsSales AcceleratorSales Sequences and WorklistsSales Insights capabilitiesDynamics 365 Sales integration with Outlook and TeamsCopilot capabilities within Dynamics 365 Sales, where applicableDynamics 365 Customer Service – Functional ExpertiseThe candidate should have strong functional knowledge and implementation experience in:Case ManagementCase Creation, Assignment, Escalation, and ResolutionCase Categories and SubjectsCase Priorities and Status ManagementParent and Child CasesCase MergingQueues and Queue ManagementService Level Agreements (SLAs)SLA KPIs, Warning Actions, and EscalationsEntitlementsKnowledge ManagementKnowledge Article LifecycleAutomatic Record Creation RulesEmail-to-Case ProcessesCase RoutingUnified RoutingWorkstreamsAssignment RulesSkills-Based RoutingCapacity ManagementCustomer Service WorkspaceAgent Inbox and Productivity ToolsAgent Scripts and MacrosCustomer Service Dashboards and KPIsCustomer Service Historical and Real-Time AnalyticsCustomer Voice / Customer FeedbackOmnichannel capabilities such as Chat, Messaging, and Voice, where applicableCopilot capabilities within Dynamics 365 Customer Service, where applicableTesting, UAT & TrainingPrepare functional test scenarios and test cases for Sales and Customer Service processes.Perform functional and end-to-end business process testing.Coordinate and support User Acceptance Testing (UAT).Work with business users to validate Sales and Customer Service processes.Track functional defects and coordinate resolution.Prepare user manuals, process documents, and training materials.Conduct end-user and train-the-trainer sessions.Support go-live, hypercare, and post-production stabilization.Required Skills & Experience8–11 years of experience in Microsoft Dynamics CRM / Dynamics 365 functional consulting.Strong hands-on functional experience with Microsoft Dynamics 365 Sales and Customer Service.Experience implementing end-to-end Sales and Customer Service business processes.Strong understanding of:Lead and Opportunity ManagementSales Pipeline and ForecastingProduct and Quote ManagementCase ManagementSLA and Entitlement ManagementQueue and Routing ManagementKnowledge ManagementCustomer Service WorkspaceStrong experience in requirements gathering and business process analysis.Experience conducting fit-gap analysis and functional solution design.Experience configuring Dynamics 365 Sales and Customer Service.Experience preparing functional specifications, user stories, process flows, and test cases.Experience managing functional testing and UAT.Strong stakeholder management and workshop facilitation skills.Excellent analytical, problem-solving, documentation, presentation, and communication skills.Ability to independently lead Dynamics 365 Sales and Customer Service functional workstreams.Ability to work closely with business stakeholders, solution architects, developers, testers, and project managers.