CE Functional Lead/Architect

Experience: 10+ Years

🔷 About the Role

We are seeking an experienced CE Functional Lead / Architect to drive the design and implementation of Microsoft Dynamics 365 Customer Engagement (CE) solutions. This role involves leading functional design, managing complex integrations, and ensuring seamless alignment between business requirements and technical solutions across enterprise systems.

🔷 Key Responsibilities

• Lead the definition of functional and technical requirements for mapping data from multiple source systems into Dynamics 365 CE.
• Conduct detailed business analysis to understand customer service processes and translate them into scalable CRM solutions.
• Design and implement functional solutions using Dynamics 365 CE, integrating with contact center systems, self-service portals, ERP systems, and payment gateways.
• Translate complex business rules into efficient, compliant CRM configurations and integrations.
• Collaborate with technical architects, developers, project managers, and stakeholders to ensure successful delivery.
• Oversee configuration and customization of Dynamics 365 CE applications.
• Ensure seamless data flow and integration across CRM, ERP, and external systems.
• Support training programs, change management, and user adoption initiatives.
• Provide ongoing functional support, optimization, and system enhancements.
• Lead large-scale project activities, including requirement gathering, solution design, and testing.
• Maintain comprehensive documentation, including designs, test plans, scripts, and best practices.
• Build and maintain strong relationships with business stakeholders, vendors, and cross-functional teams.

🔷 Required Skills & Qualifications

• Minimum 10+ years of experience in Dynamics 365 CE (Customer Service module) functional implementation.
• 5+ years of experience in business analysis, requirements gathering, and functional solution design.
• Proven experience delivering complex Dynamics 365 CE projects with integrations.
• Strong expertise in integrating Dynamics 365 CE with ERP systems (e.g., SAP) and other enterprise platforms.
• Deep understanding of Dynamics 365 CE capabilities, including configuration, customization, and user management.
• Strong SQL skills for data mapping and legacy system integration.
• Experience integrating CRM with contact center platforms, IVR systems, and self-service portals.
• Excellent analytical, problem-solving, and communication skills.

🔷 Preferred Qualifications

• Experience in tolling, transportation, or similar domains.
• Familiarity with payment gateways and financial systems integration.
• Exposure to enterprise-level CRM and ERP ecosystems.

🔷 Certifications (Preferred / In Progress)

• Dynamics 365 Customer Service Functional Consultant (MB-230)
• Dynamics 365 Fundamentals (MB-910)
• Power Platform Solution Architect Expert (PL-600)
• Power Platform Functional Consultant (PL-200)
• Microsoft Power Platform + Dynamics 365 Core (MB-200)

🔷 Soft Skills

• Strong leadership and team collaboration abilities
• Excellent communication and stakeholder management skills
• Detail-oriented with strong organizational and project management skills