Senior Microsoft Dynamics 365 Sales & Customer Service Functional Consultant

LTM; Metro Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

LTM is seeking an experienced Microsoft Dynamics 365 Sales & Customer Service Functional Consultant to lead business workshops, gather requirements, configure solutions, and support end-to-end Dynamics 365 implementations in the Philippines.

The ideal candidate will demonstrate strong hands-on experience with Dynamics 365 Sales and Dynamics 365 Customer Service, and be comfortable collaborating with business stakeholders to drive successful deployments and user adoption.

Qualifications

• 8 to 11 years of Microsoft Dynamics CRM / Dynamics 365 consulting experience.
• Strong hands-on experience with Dynamics 365 Sales and Customer Service.
• End-to-end implementation experience.
• Fit-Gap Analysis and Functional Solution Design experience.
• Strong UAT, testing, training, and deployment experience.
• Experience leading stakeholder workshops.
• Strong documentation, communication, and presentation skills.
• Ability to independently lead Dynamics 365 functional workstreams.

Responsibilities

• Gather business requirements and conduct discovery workshops.
• Analyze current processes and define future-state solutions.
• Perform Fit-Gap Analysis and recommend standard Dynamics 365 capabilities.
• Configure Dynamics 365 Sales and Customer Service modules.
• Prepare functional documents, process flows, user stories, and test scenarios.
• Conduct solution demonstrations and stakeholder walkthroughs.
• Support integrations and collaborate with technical teams.
• Lead testing, UAT, deployment, training, and post-go-live support.
• Manage stakeholder communication and functional workstreams independently.

Skills

Lead workshops

Requirements gathering

Business process analysis

Fit-Gap Analysis

End-to-end implementation

UAT & testing

Documentation & training

Stakeholder management

Independent workstreams

Presentations

Education

Bachelor's degree in a relevant field

Tools

Dynamics 365 Sales

Dynamics 365 Customer Service

Power Platform

Copilot for Sales

Copilot for Customer Service

Outlook

Teams

Job description

We are looking for an experienced Microsoft Dynamics 365 Sales & Customer Service Functional Consultant to lead business workshops, gather requirements, configure solutions, and support end-to-end Dynamics 365 implementations. The ideal candidate will have strong expertise in both Dynamics 365 Sales and Dynamics 365 Customer Service and be comfortable working directly with business stakeholders.

Key Responsibilities

• Gather business requirements and conduct discovery workshops.
• Analyze current processes and define future-state solutions.
• Perform Fit-Gap Analysis and recommend standard Dynamics 365 capabilities.
• Configure Dynamics 365 Sales and Customer Service modules.
• Prepare functional documents, process flows, user stories, and test scenarios.
• Conduct solution demonstrations and stakeholder walkthroughs.
• Support integrations and collaborate with technical teams.
• Lead testing, UAT, deployment, training, and post-go-live support.
• Manage stakeholder communication and functional workstreams independently.

Candidates should have hands-on experience with:

• Lead Management
• Opportunity Management
• Product & Price List Management
• Sales Dashboards & KPIs
• Outlook & Teams Integration
• Copilot for Sales

Dynamics 365 Customer Service Expertise

Candidates should have hands-on experience with:

• Case Management
• SLA & Entitlement Management
• Routing & Assignment Rules
• Knowledge Management
• Customer Service Workspace
• Copilot for Customer Service

Required Skills & Experience

• 8 to 11 years of Microsoft Dynamics CRM / Dynamics 365 consulting experience.
• Strong hands-on experience with Dynamics 365 Sales and Customer Service.
• End-to-end implementation experience.
• Fit-Gap Analysis and Functional Solution Design experience.
• Strong UAT, testing, training, and deployment experience.
• Experience leading stakeholder workshops.
• Strong documentation, communication, and presentation skills.
• Ability to independently lead Dynamics 365 functional workstreams.