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Job DescriptionJob DescriptionDuties/Responsibilities
1. Responsible for leading with the definition of functional requirements using the
Microsoft Dynamics CE CRM solutions.
2. Will work closely with and be a member of the team led by the Technical
Architect to understand business requirements, design effective solutions, and
ensure user adoption.
3. Conduct comprehensive business analysis to understand customer service
processes and requirements.
4. Design functional solutions that leverage Dynamics 365 CE capabilities,
integrating with Contact Center applications and self-service portals.
5. Manage functional aspects of large-scale projects, including requirement
gathering, solution design, and testing.
6. Support definition of functional requirements for integrating Dynamics 365 CE
with Natural language IVR, Contact Center applications, self-service portals, SAP
S/4 HANA, and payment gateways, but in particular the Function Lead will
assume this responsibility.
7. Ensure seamless functional integration and data flow across systems.
8. Support develop and deliver training programs for end-users to ensure effective
use of Dynamics 365 CE solutions.
9. Promote user adoption through effective change management and support.
10. Provide ongoing functional support and optimization for Dynamics 365 CE
solutions.
11. Identify and implement improvements to enhance system functionality and user
experience.
12. Configure Dynamics 365 CE applications to meet specific business requirements,
but a particular emphasis on configuration will be by the Technical lead and
Developers.
13. Collaborate with technical leads, project managers, and other stakeholders to
ensure successful project delivery.
14. Assist with defining functional and technical requirements for use within the
Microsoft Dynamics CE CRM solutions.
15. Work closely with and be a member of the team led by the Technical Architect
candidate to understand business requirements, design effective solutions, and
ensure user adoption.Experience/Certifications
1. 8+ years' experience in business analysis, requirements gathering, and functional
solution design.
2. Experience as a functional lead on at least 2 implementations for high volume
call centers.
3. Strong knowledge of integrating Contact Center applications (e.g., Telephony &
IVR based solutions) and self-service portals including Mobile App.
4. Deep understanding of Dynamics 365 CE capabilities, including customization,
configuration, and user management.
5. Requires advanced knowledge of Dynamics 365 CE functionalities and a proven
track record of successfully delivering complex projects.
6. Familiarity with integrating Dynamics 365 CE with back-office systems (e.g., ERP)
and payment gateways.
7. Experience in tolling or transportation industry is highly desirable.
8. Bachelor's degree in computer science, Information Technology, Business
Administration, or a related field is desired but not required.
9. This role should have a familiarity with all and be working toward at least some
of the following certifications:
MS Dynamics Fast Track recognized Biz Apps Architect as part of a prior client
engagement.
Microsoft Most Valuable Professional (MVP) recognized.
10. This role must have these 4 of these certifications and must be working towards
the remaining certifications in the next 12 months:
Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
Dynamics 365 Fundamentals (MB-910).
Dynamics 365 + Power Platform Solution Architect Expert (PL-600).
Power Platform App Maker Associate (PL-100).
Power Platform Functional Consultant Associate (PL-200).
Microsoft Power Platform + Dynamics 365 Core (MB-200).
11. Soft Skills:
Excellent analytical and problem-solving skills.
Strong communication and interpersonal skills.
Ability to lead and collaborate with cross-functional teams. Detail-oriented with strong organizational and project management skills.