Dynamics 365 CRM Solution Consultant - Case Management

Volvo Group

Göteborgs kommun

On-site

SEK 900,000 - 1,100,000

Full time

14 days+

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Job summary

Volvo Group is seeking an experienced Professional Solution Consultant for Microsoft Dynamics 365 CRM in Gothenburg. You will work with global stakeholders to design and implement the Case Management Platform, promoting agile ways of working and cross‑functional collaboration.

The role requires deep Dynamics 365 Customer Service expertise, strong solution consulting capability, and hands‑on experience with the Power Platform and Azure integrations to ensure scalable, compliant CRM solutions

Qualifications

8+ years IT experience with 5+ years in Dynamics 365 Customer Service consulting.
Deep knowledge of D365 CE Customer Service (Case Management, SLAs, Entitlements, Knowledge Base, Omnichannel).
Experience with Manufacturing industry processes and other Dynamics 365 CE modules such as Sales, Field Service, or Marketing.
Proficiency in Power Apps (Canvas/Model‑driven), Power Automate, Dataverse, Power Pages and Power BI.
Familiarity with Azure components (Logic Apps, Service Bus, Function Apps, API Management) and CRM integration patterns.
Proven track record in requirement gathering, functional design, configuration, testing, and go‑live support.
Excellent communication, presentation, and stakeholder management skills.
Exposure to Agile / DevOps delivery models and change management practices.

Responsibilities

Lead requirement‑gathering workshops with business stakeholders.
Analyze business processes and translate them into effective Dynamics 365 Customer Service solutions.
Configure and customize Customer Service components such as Cases, Queues, SLAs, Entitlements, Routing, and Knowledge Base.
Leverage Power Platform capabilities (Power Apps, Power Automate, Power BI, Dataverse) to extend CRM functionality.
Design and oversee Azure integrations using Logic Apps, Service Bus, Function Apps, and API Management.
Work closely with Solution Architects and Technical Teams to ensure scalability, performance, and compliance with enterprise architecture.
Prepare functional design documents, configuration guides, and end‑user training materials.
Support testing, UAT, deployment, and post‑implementation stabilization activities.
Drive continuous improvement through governance, best practices, and process optimization.
Foster collaboration and knowledge sharing across teams and geographies.