Senior - Microsoft CRM Functional

EY; Kolkata District; On-site; INR 1,800,000 - 2,800,000; Full time

Job summary

EY is seeking an experienced D365 CRM Functional Consultant to lead the design and implementation of CRM solutions across Sales, Service, Marketing and Field Service. You will translate business requirements into functional specs, conduct stakeholder workshops, and ensure successful adoption through training and support.

The role requires 5+ years of Dynamics 365 CRM experience, strong analytical skills, and the ability to work with cross-functional teams in a dynamic client environment.

Qualifications

• Bachelor's degree in a relevant field.
• Minimum 5 years of Microsoft Dynamics 365 CRM functional consulting experience.
• Strong understanding of CRM concepts, data modeling, and business processes.

Responsibilities

• Lead the functional design and implementation of D365 CRM solutions aligned with business requirements.
• Collaborate with clients to gather and document requirements as functional specifications.
• Conduct workshops to prioritize needs and translate them into actionable tasks.
• Design and configure D365 CRM modules (Sales, Customer Service, Marketing, Field Service) to optimize processes.
• Develop and maintain functional documentation including process flows and acceptance criteria.
• Provide end-user training and support to ensure successful adoption.
• Coordinate with technical teams to translate functional requirements into technical specs.
• Stay updated on D365 CRM features and recommend improvements.
• Participate in project planning to ensure timely milestone delivery.

Skills

CRM concepts

Business analysis

Stakeholder management

Communication

Problem-solving

Team collaboration

Education

Bachelor's degree in Business Administration, Information Technology, or related field

Tools

D365 CRM

Power Platform

MB-200/MB-210/MB-220

Job description

Key Responsibilities

• Lead the functional design and implementation of D365 CRM solutions, ensuring alignment with business requirements and best practices.
• Collaborate with clients to gather, analyze, and document business requirements, translating them into functional specifications for D365 CRM.
• Conduct workshops and interviews with stakeholders to understand their needs and pain points, facilitating discussions to prioritize requirements.
• Design and configure D365 CRM modules, including Sales, Customer Service, Marketing, and Field Service, to optimize business processes.
• Develop and maintain functional documentation, including business process flows, user stories, and acceptance criteria.
• Provide training and support to end-users, ensuring successful adoption of D365 CRM solutions.
• Collaborate with technical teams to ensure that functional requirements are accurately translated into technical specifications.
• Stay current with the latest D365 CRM features and updates, providing insights and recommendations for continuous improvement.
• Participate in project planning and management activities, ensuring timely delivery of project milestones and objectives.

Qualifications

• Bachelors degree in Business Administration, Information Technology, or a related field.
• Minimum of 5 years of experience in Microsoft Dynamics 365 CRM functional consulting.
• Strong understanding of CRM concepts, data modeling, and business processes across various industries.

Proficiency in D365 CRM modules, including:

• Sales: Lead and opportunity management, sales forecasting, and pipeline management.
• Customer Service: Case management, service level agreements (SLAs), and knowledge management.
• Marketing: Campaign management, lead scoring, and customer segmentation.
• Field Service: Work order management, resource scheduling, and inventory management.
• Excellent business analysis skills, including requirements gathering, process mapping, and stakeholder management.
• Strong problem-solving skills and the ability to work independently and as part of a team.
• Excellent communication and interpersonal skills, with the ability to build relationships with clients and stakeholders.

Preferred Skills

• Microsoft Dynamics 365 certifications (e.g., MB-200, MB-210, MB-220).
• Experience with Power Platform (Power Apps, Power BI, Power Automate).
• Familiarity with Agile methodologies and project management practices.
• Understanding of security and compliance requirements in CRM implementations.