D365 CRM Senior Functional Consultant

Northern Tool + Equipment India; Hyderabad; On-site; INR 1,500,000 - 3,000,000; Full time

Job summary

Northern Tool + Equipment India is seeking a D365 CRM Senior Functional Consultant (Customer Engagement) in Hyderabad. The role focuses on translating business requirements into D365 CE configurations, leading functional design, and driving user adoption across Sales, Field Service, and Customer Service modules.

Key responsibilities include design documentation, UAT planning, training delivery, and governance of D365 CE releases, with emphasis on collaboration with IT and vendor leadership to

Qualifications

• Bachelor’s degree in IT/CS or related field.
• 6+ years delivering enterprise CRM solutions in Microsoft Dynamics 365 CRM (CE).
• Strong knowledge of D365 CRM functional capabilities, Dataverse, security model, and environment management.
• Hands-on experience with D365 CE configuration across Sales, Field Service, and Customer Service.
• Functional understanding of D365 CE and D365 F&O integration touchpoints, for handoff to technical team.
• Proven ability to lead functional workstreams end-to-end with business stakeholders.
• Experience with Agile delivery models and Azure DevOps for backlog management.

Responsibilities

• Lead D365 CE configuration, demonstrations, and proof-of-concept sessions for business stakeholders.
• Own functional design documents, future-state configurations, and functional specifications throughout the project lifecycle.
• Translate requirements into functional specifications and configuration designs for technical handoff.
• Create and maintain architecture deliverables (architecture diagrams, solution blueprints, ALM docs).
• Participate in D365 CRM implementations, upgrades, and enhancements from design to deployment.
• Analyze issues and design scalable, maintainable solutions.
• Lead UAT planning, test case creation, and end-user training materials; provide post-go-live support.
• Manage D365 CE environments for configuration consistency and access controls.
• Define platform standards, governance, security, and ALM practices; forecast licensing and capacity.
• Lead release planning and deployment governance; coordinate communications and readiness.
• Define functional integration requirements between D365 CE and data sources for technical handoff.
• Own feature management for Dynamics 365 CRM and Microsoft releases.
• Review release notes and roadmap, assess impacts to configurations and integrations.
• Evaluate Microsoft and ISV solutions; align with business requirements and goals.
• Ensure configurations align with business requirements and approved designs.
• Own data mapping for CE entities and migration validation.

Skills

D365 CRM

Functional consulting

Power Platform

Azure DevOps

Stakeholder management

Education

Bachelor's degree in IT/CS

Tools

Dataverse

Power BI

Power Automate

Job description

Title of Position

D365 CRM Senior Functional Consultant (Customer Engagement)

Supervisor

IT Director

Department

Information Technology

Location

Hyderabad

Primary Objective

The D365 CRM Functional Consultant is the foremost functional expert on Microsoft Dynamics 365 CRM (Dynamics 365 Customer Engagement applications) capabilities and the primary technology owner for the platform. The role bridges business stakeholders and the D365 CE platform—translating business requirements into system solutions, configuring and demonstrating capabilities, advising on functional trade‑offs, and driving user adoption. The role works closely with business teams and the existing D365 F&O team.

Major Areas of Accountability

• Serve as the primary functional expert on D365 CE capabilities across Sales, Field Service, and Customer Service; lead fit‑gap analysis workshops; configure the platform; deliver functional demonstrations and proof‑of‑concept sessions to business stakeholders; advise on pros and cons of configuration options; and coach end users to drive adoption.
• Own functional solution design—document current‑state business processes, produce future‑state configuration designs, and maintain functional specifications throughout the implementation lifecycle.
• Collaborate with business stakeholders to translate requirements into functional specifications and configuration designs; work directly with stakeholders without requiring a separate business analyst intermediary.
• Produce and maintain architecture deliverables (e.g., architecture diagrams, solution blueprints, and technical/functional specifications) to support implementation, integration, and ongoing platform evolution.
• Participate in D365 CRM implementations, upgrades, and enhancements from design through deployment.
• Analyze production issues, defects, and enhancement requests; design scalable and supportable solutions.
• Own UAT planning and execution: prepare test cases, coordinate business testers, triage defects, and manage sign‑off. Prepare role‑based end‑user training materials, deliver training sessions, and post‑go‑live support.
• Manage D365 CE environments from a functional standpoint: ensure configuration consistency, coordinate access controls with IT, and maintain UAT environment readiness for testing cycles.
• Participate in defining platform standards, governance, security, and application lifecycle management (ALM) practices.
• Partner with IT and vendor leadership to manage and forecast D365/Power Platform licensing and Dataverse capacity; recommend optimizations to support performance, cost, and growth.
• Lead D365 CE release planning and deployment governance for D365 CRM, including maintaining a release calendar, coordinating CAB/change control activities, and driving deployment communications and readiness.
• Define functional integration requirements between D365 CE and other data sources (such as ERP systems, Dataverse, and Fabric); provide hand‑off specifications to the technical team for implementation.
• Own feature management for Dynamics 365 CRM, including assessment, enablement planning, and adoption of existing capabilities and future Microsoft releases.
• Review Microsoft release notes and roadmap updates; assess impacts to configurations, customizations, and integrations; and define upgrade readiness and remediation plans.
• Evaluate Microsoft and third‑party ISV solutions; make functional fit recommendations aligned to business requirements and goals.
• Ensure configured solutions align with business requirements, agreed functional designs, and compliance expectations.
• Own functional data mapping: identify source fields, define target D365 CE data structures, coordinate data cleanse with business users, and manage migration validation and sign‑off.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 6+ years of experience delivering enterprise CRM solutions in Microsoft Dynamics 365 CRM (Dynamics 365 Customer Engagement applications).
• Strong knowledge of D365 CRM functional capabilities, Dataverse, security model, and environment management.
• Hands‑on experience with D365 CE configuration across Sales, Field Service, and Customer Service modules. No custom development required—configuration and standard platform capabilities only. Experience working in customized D365 CE environments is a plus.
• Functional understanding of D365 CE and D365 F&O integration touchpoints—ability to define functional data exchange requirements for handoff to a technical team.
• Proven ability to lead functional workstreams end‑to‑end—from requirements workshops through configuration, UAT, and training delivery—working directly with business stakeholders.
• Demonstrated experience producing and maintaining solution design artifacts (e.g., functional design documents, integration specifications, and environment strategy/ALM documentation).
• Experience working in Agile delivery models and partnering with product teams (e.g., Product Owners, Scrum Masters, and cross‑functional delivery teams), including using Azure DevOps (ADO) to manage backlogs, user stories, and delivery execution.
• Strong analytical, problem‑solving, and communication skills.
• Experience with Dynamics 365 CRM Sales and related Power Platform components (Power Apps, Power Automate, Power BI) required.
• Functional awareness of D365 CE and D365 F&O data relationships; ability to define and document integration requirements for technical handoff. Familiarity with D365 Marketing / Customer Insights - Journeys and Customer Voice a plus.
• Proven experience owning functional data mapping specifications and supporting migration validation for core CE entities (accounts, contacts, leads, opportunities, cases, etc).
• Microsoft Dynamics 365 Customer Engagement Applications or Power Platform certifications.
• Functional administration of D365 CE: security role configuration, environment readiness management, and Power Platform fundamentals—Power Automate flows and Power BI reports. Experience delivering functional demonstrations and proof‑of‑concept sessions to business stakeholders. D365 Field Service functional experience (work orders, scheduling board, URS, resource configuration) strongly preferred.
• This role requires strong leadership and collaboration skills, including the ability to influence without authority, communicate complex technical concepts to non‑technical audiences, and partner effectively with business leaders, vendors, and cross‑functional IT teams to deliver high‑quality solutions.