Senior Dynamics 365 Functional Consultant

Davidson; City of Melbourne; On-site; AUD 120,000 - 170,000; Full time

Job summary

Davidson is seeking a Senior Dynamics 365 Functional Consultant to stabilise, optimise and improve an established Dynamics 365 CRM environment. You will translate business requirements into practical CRM solutions across Dynamics 365 Customer Service, Dataverse and Power Platform, while supporting integrations with the organisation's contact-centre technology.

A key focus will be improving the interaction between Dynamics 365 and Amazon Connect, ensuring customer interactions, cases and data

Qualifications

• Strong Microsoft Dynamics 365 CRM functional experience.
• Experience with Dynamics 365 Customer Service and Dataverse.
• Power Platform experience including Power Apps and Power Automate.
• Experience with CRM integrations, APIs and data mapping.

Responsibilities

• Assess and optimise the existing Dynamics 365 CRM environment.
• Develop functional and solution designs for CRM improvements.
• Translate business requirements into user stories, process designs and acceptance criteria.
• Support Dynamics 365, Dataverse and contact-centre integrations.
• Investigate recurring platform, data and integration issues.
• Support testing, defect management and release readiness.
• Review vendor solutions and provide functional design assurance.
• Improve CRM processes, data quality, adoption and ways of working.
• Contribute to CRM governance, standards and platform ownership.

Skills

Dynamics 365 CRM

Customer Service

Dataverse

Power Apps

Power Automate

CRM integrations

Data mapping

Amazon Connect

Functional testing

Vendor management

Tools

Dataverse

Power Apps

Power Automate

Amazon Connect

Job description

Our client is a leading organisation within the financial services industry, with a strong focus on delivering high-quality services and experiences to its customers. As part of an ongoing technology uplift, they are strengthening internal ownership of their CRM and contact-centre environment and investing in the optimisation of their Microsoft Dynamics 365 platform.

About the Company

Our client is a leading organisation within the financial services industry, with a strong focus on delivering high-quality services and experiences to its customers. As part of an ongoing technology uplift, they are strengthening internal ownership of their CRM and contact-centre environment and investing in the optimisation of their Microsoft Dynamics 365 platform.

About the Role

An opportunity is available for a Senior Dynamics 365 Functional Consultant to take a key role in stabilising, optimising and improving an established Dynamics 365 CRM environment.

Working across business and technology teams, you will assess the existing platform, identify improvement opportunities and translate business requirements into practical, sustainable CRM solutions. You will provide functional solution design expertise across Dynamics 365 Customer Service, Dataverse and Power Platform, while supporting integrations with the organisation's contact-centre technology.

A key focus will be improving the interaction between Dynamics 365 and Amazon Connect, ensuring customer interactions, cases and data flow effectively between platforms.

You will also act as an internal Dynamics 365 SME, providing design guidance, challenging vendor recommendations where appropriate and helping establish stronger internal ownership and governance of the CRM platform.

Key responsibilities will include:

• Assess and optimise the existing Dynamics 365 CRM environment.
• Develop functional and solution designs for CRM improvements.
• Translate business requirements into user stories, process designs and acceptance criteria.
• Support Dynamics 365, Dataverse and contact-centre integrations.
• Investigate recurring platform, data and integration issues.
• Support testing, defect management and release readiness.
• Review vendor solutions and provide functional design assurance.
• Improve CRM processes, data quality, adoption and ways of working.
• Contribute to CRM governance, standards and platform ownership.

About You

You will be an experienced Dynamics 365 Functional Consultant with strong hands-on CRM knowledge and the ability to bridge business requirements and technical solution delivery.

You will ideally bring:

• Strong Microsoft Dynamics 365 CRM functional experience.
• Experience with Dynamics 365 Customer Service.
• Strong knowledge of Dataverse, including tables, relationships, security, workflows, forms and views.
• Experience designing and configuring Dynamics 365 solutions.
• Microsoft Power Platform experience, including Power Apps and Power Automate.
• Experience with CRM integrations, APIs and data mapping.
• Exposure to contact-centre or telephony integrations, ideally Amazon Connect.
• Experience with functional testing, UAT and defect management.
• Strong stakeholder and vendor-management capabilities.
• The ability to assess existing solutions and recommend practical improvements.
Superannuation industry experience will be highly regarded.