Customer Relationship Management (CRM) Functional Data Migration Engineer

Dhyey Consulting; Vadodara; On-site; INR 1,500,000 - 2,000,000; Full time

Job summary

Dhyey Consulting in Vadodara seeks an expert in Dynamics 365 Customer Engagement (CE) to lead projects and manage the deployment of high-performance solutions. The role requires extensive experience in business analysis, CRM solutions, and a strong background in project management.

The ideal candidate has a solid understanding of Dynamics 365 CE functionalities, including customization and integration with contact center applications. A bachelor’s degree in a related field and certifications are desired.

Qualifications

• Minimum of 10 years of experience in Dynamics 365 CE functional implementations.
• 7+ years of experience in business analysis and functional solution design.
• Advanced knowledge of Dynamics 365 CE functionalities.

Responsibilities

• Lead the design and deployment of Dynamics 365 CE solutions.
• Conduct comprehensive business analysis for customer service processes.
• Provide ongoing functional support and optimization for Dynamics 365 CE solutions.

Skills

Dynamics 365 CE expertise

Business analysis

Solution design

Project management

User training

Education

Bachelor’s degree in Computer Science or related field

Microsoft Most Valuable Professional (MVP) recognition

Tools

Dynamics 365 CE

Contact Center applications

ERP systems

Job description

Description of Duties

• Serve as the primary expert for Dynamics Customer Engagement (CE).
• Manage MS Dynamics aspects of projects, including requirements gathering, defining architecture for high performance, and integration with non‑Dynamics and other systems.
• Lead design, configuration, and deployment of Dynamics 365 CE solutions, including system architecture, solution design, and testing with support from functional and technical leads.
• Lead the CRM team and the functional and technical implementation and optimization of Dynamics 365 CE solutions.
• Conduct comprehensive business analysis to understand customer service processes and requirements.
• Design functional solutions that leverage Dynamics 365 CE capabilities, integrating with contact center applications, self‑service portals, mobile apps, back‑office systems (ERP), and payment gateways.
• Collaborate with technical leads, project managers, and other stakeholders to ensure successful project delivery.
• Support the definition of requirements for integrating Dynamics 365 CE with contact center applications, self‑service portals, mobile apps, back‑office systems (ERP), and payment gateways.
• Develop and deliver training programs for end‑users to ensure effective use of Dynamics 365 CE solutions.
• Ensure alignment with business needs and best practices are met.
• Ensure seamless functional integration and data flow across systems.
• Promote user adoption through effective change management and support.
• Provide ongoing functional support and optimization for Dynamics 365 CE solutions.
• Identify and implement improvements to enhance system functionality and user experience.
• Configure Dynamics 365 CE applications to meet specific business requirements, with a particular emphasis on configuration handled by technical leads and developers.
• Fully document all work associated with this position, including technical and functional designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices as directed by the PTC.
• Develop and maintain productive working relationships with technology staff, business owners, project sponsors, vendors, and key clients.
• Lead and participate in project team activities for system work efforts related to enterprise systems.
• Work independently to accomplish assigned tasks and duties.
• Adhere to and follow all PTC standards, policies, and procedures.
• Utilize various software and technology tools to perform job duties.
• Perform tasks and other duties as related to this position and assigned by the PTC.

Experience / Knowledge

• Minimum of 10 years of experience in Dynamics 365 CE (Customer Service module) functional implementations.
• 7+ years of extensive experience in business analysis, requirement gathering, and functional solution design.
• Advanced knowledge of Dynamics 365 CE functionalities and a proven track record of successfully delivering complex projects.
• Proven experience in managing and delivering large-scale Dynamics 365 CE projects with complex integrations.
• Deep understanding of Dynamics 365 CE capabilities, including customization, configuration, and user management.
• Strong knowledge of Contact Center applications (e.g., Telephony & IVR-based solutions) and self‑service portals.
• Familiarity with integrating Dynamics 365 CE with back‑office systems (e.g., ERP) and payment gateways.

Education

• Bachelor’s degree in Computer Science, Information Technology, Business Administration, or a related field is desired but not required.
• Certifications/Recognitions (must have at least one).
• MS Dynamics Fast Track recognized Architect for Biz Apps as part of multiple prior client engagements.
• Microsoft Most Valuable Professional (MVP) recognition.

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.