Dynamics 365 CE Sr. Functional Consultant - Training

ContactX Resource Management Pvt Ltd; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

Contactx Resource Management is seeking a Senior Functional Consultant with 8+ years of hands-on Microsoft Dynamics 365 CE/CRM experience and 3+ years of training delivery. The role centers on Dynamics 365 Customer Service and Omnichannel design, with a focus on user adoption and structured enablement.

The consultant will lead requirement workshops, perform fit-gap analyses, configure case management, queues, SLAs, entitlements, dashboards and Omnichannel routing, and will develop training

Qualifications

• 8+ years hands-on Microsoft Dynamics 365 CE/CRM experience.
• 3+ years dedicated training experience and enablement.
• Immediate joiners only preferred.

Responsibilities

• Lead requirement workshops and fit-gap analyses.
• Configure case management, knowledge management, queues, SLAs and entitlements.
• Design Omnichannel routing, dashboards and security models.
• Develop training decks, SOPs, user manuals and quick guides.
• Deliver instructor-led and virtual training sessions; train-the-trainer.
• Support SIT/UAT, go-live readiness and adoption tracking.

Skills

Dynamics 365 CE/CRM

Functional consulting

Training delivery

Workshop facilitation

Education

MB-230 certification

PL-200 certification

Tools

Copilot AI

Job description

• We are hiring a Senior Functional Consultant with 8+ years of hands‑on Microsoft Dynamics 365 CE/CRM functional experience and 3+ years of dedicated training experience
• The role focuses on Dynamics 365 Customer Service and Contact Center/Omnichannel solution design, functional consulting, user adoption and structured training enablement
• The consultant will lead requirement workshops, fit‑gap analysis, configuration of case management, knowledge management, queues, SLAs, entitlements, security and dashboards, along with Omnichannel routing, workstreams, capacity profiles, chat, voice and messaging channels
• Responsibilities also include developing training decks, SOPs, user manuals, quick reference guides and simulation‑based learning; delivering instructor‑led, virtual/classroom and train‑the‑trainer sessions; supporting SIT/UAT, go‑live readiness, change management and adoption tracking; and collaborating with architects, technical/integration teams and business stakeholders
• Exposure to AI‑enabled contact center capabilities such as Copilot, chatbots, IVR, agent assist and unified customer view is valuable
• Microsoft MB-230 and PL-200 certifications are preferred
• Immediate joiners only.