CRM Functional Lead

🕒 Experience: 7+ Years

🔷 About the Role

We are seeking an experienced CRM Functional Lead to drive the design, implementation, and optimization of Microsoft Dynamics 365 Customer Engagement (CE) solutions. This role will focus on translating business requirements into scalable CRM solutions, leading functional delivery, and ensuring seamless integration across enterprise systems.

🔷 Key Responsibilities

• Define and lead 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 requirements.
• Design and implement functional CRM solutions, integrating with contact center applications and self-service portals.
• Collaborate with technical architects, developers, project managers, and stakeholders to ensure successful delivery.
• Configure Dynamics 365 CE applications based on business needs.
• Support integration with ERP systems, payment gateways, and back-office platforms.
• Ensure seamless data flow and system integration across multiple systems.
• Lead functional aspects of large-scale projects, including requirement gathering, solution design, and testing.
• Drive user adoption through training programs and change management initiatives.
• Provide ongoing support, optimization, and enhancements for CRM solutions.
• Identify opportunities to improve system functionality and user experience.
• Maintain comprehensive technical and functional documentation.
• Build strong relationships with stakeholders, vendors, and cross-functional teams.
• Ensure adherence to organizational standards, policies, and SDLC processes.

🔷 Required Experience & Qualifications

• 7+ years of experience in Dynamics 365 CE (Customer Service module) functional implementation.
• 5+ years of experience in business analysis, requirements gathering, and solution design.
• Proven experience delivering Dynamics 365 CE projects with complex integrations.
• Experience in large-scale data migration projects (handling millions of accounts and high-volume transactions).
• Strong expertise in integrating Dynamics 365 CE with ERP systems (e.g., SAP).
• Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.
• Strong SQL skills for data mapping and legacy system integration.
• Experience with contact center systems (IVR, telephony) and self-service portals.
• Proficiency in Microsoft Office 365 and Azure DevOps (ADO).

🔷 Preferred Skills

• Experience in tolling or transportation industry projects.
• Exposure to enterprise solutions such as SAP.
• Knowledge of ITIL / ITSM frameworks and practices.

🔷 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 analytical and problem-solving abilities
• Excellent communication and stakeholder management skills
• Ability to lead and collaborate with cross-functional teams
• Detail-oriented with strong organizational and project management skills