Senior Microsoft CRM Functional Consultant

EY; Kolkata District; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

EY in Kolkata, West Bengal, India is seeking an experienced Dynamics 365 CRM functional consultant to lead design and implementation across Sales, Customer Service, Marketing, and Field Service. You will gather requirements, create specifications, run workshops, and train end-users while collaborating with technical teams to ensure seamless translation into solutions.

The role requires at least five years of D365 CRM experience, strong analytical and communication skills, and a proactive

Qualifications

• Minimum 5 years of experience in Microsoft Dynamics 365 CRM functional consulting.
• Strong CRM concepts, data modeling, and cross-industry business processes.
• Excellent communication and stakeholder management.
• Microsoft Dynamics 365 certifications (MB-200, MB-210, MB-220) preferred.
• Experience with Power Platform (Power Apps, Power BI, Power Automate).
• Familiarity with Agile methodologies and project management practices.

Responsibilities

• Lead the design and implementation of D365 CRM solutions aligned with requirements.
• G ath er, analyze, and document business requirements into functional specs.
• Conduct workshops with stakeholders to prioritize needs.
• Design and configure D365 modules: Sales, Customer Service, Marketing, Field Service.
• Develop functional documentation including process flows and acceptance criteria.
• Provide end-user training and support for successful adoption.
• Collaborate with technical teams to translate requirements into specs.
• Stay updated on D365 CRM features and propose improvements.
• Participate in project planning to ensure milestones are met.

Skills

D365 CRM

Functional consulting

Requirements gathering

Stakeholder management

Business analysis

Communication

Education

Bachelor's degree

Tools

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.