VS01609 - MSD 365 CRM Functional Lead

E4 Software Services Pvt Ltd.; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

E4 Software Services Pvt Ltd. is seeking professionals with expertise in Microsoft Dynamics 365 CE CRM to join their team in Mumbai, Maharashtra. Your role will focus on defining and implementing CRM solutions, engaging with project stakeholders, and ensuring seamless integration across various systems.

We value immediate joiners who can collaborate effectively and deliver innovative solutions to enhance customer service processes. A proactive approach to business analysis and documentation is essential.

Responsibilities

• Define functional and technical requirements for mapping data into Microsoft Dynamics 365 CE CRM.
• Collaborate with Technical Architects and stakeholders to design effective CRM solutions.
• Conduct business analysis to understand customer service processes.

Tools

Microsoft Dynamics 365 CE

Job description

Shift: EST shift (approx 6:30 PM IST start, 8 hours/day)

Immediate joiners preferred.

Key Responsibilities

• Define functional and technical requirements for mapping field/entry data from multiple source systems into Microsoft Dynamics 365 CE CRM
• Collaborate with Technical Architects, project managers, developers, and stakeholders to design and deliver effective CRM solutions
• Conduct detailed business analysis to understand customer service processes and business requirements
• Design functional solutions using Dynamics 365 CE capabilities integrated with Contact Center applications and self-service portals
• Configure Dynamics 365 CE applications based on business requirements
• Support integration requirements involving Contact Center applications, self-service portals, ERP systems, and payment gateways
• Ensure seamless functional integration and data flow across enterprise systems
• Support and deliver end-user training programs to improve adoption and system utilization
• Provide ongoing functional support, enhancements, and optimization for Dynamics 365 CE solutions
• Lead requirement gathering, solution design, testing, and large-scale CRM implementation activities
• Prepare and maintain technical and functional documentation including designs, diagrams, test plans, test scripts, impact analysis reports, lessons learned, and best practices
• Maintain strong working relationships with business users, technology teams, vendors, and project sponsors
• Participate in enterprise system implementation and support activities
• Work independently while adhering to organizational standards, policies, and procedures