Functional Lead - Dynamics 365 Configuration

Reddy Ice Corporation; Dallas (TX); On-site; USD 120,000 - 190,000; Full time

Job summary

Reddy Ice is seeking a high-impact Manager, Dynamics 365 Customer Engagement (CE) Functional Configuration to join our Dallas, TX corporate office. You will act as the resident Dynamics CE platform architect and functional expert, partnering with Sales, Customer Service, Marketing, and IT to deliver scalable solutions.

This role drives strategic design, hands-on configuration, and governance for core customer-facing applications across D365 modules, with emphasis on process optimization, data

Qualifications

• 7+ years of experience with Microsoft Dynamics 365 Customer Engagement (CE) / CRM.
• Strong functional knowledge of: Dynamics 365 Customer Service, Marketing / Customer Insights, Power Platform.
• Experience with requirements gathering, business process mapping & solution design.
• Experience supporting enterprise-scale CRM implementations and enhancements.
• Excellent communication and stakeholder management skills.

Responsibilities

• Architect, design, and configure workflows, data models, and features across D365 Sales and Customer Service Hub including Order & Case Management and Field Service.
• Build and maintain unified B2B profiles and insights to power data strategies.
• Own the functional roadmap and manage upgrades across core modules.

Skills

Dynamics 365 CE

CRM

Power Platform

Stakeholder management

Requirements gathering

Solution design

Communication

Tools

Dataverse

Power Automate

Power BI

Job description

Position: Manager, Dynamics 365 CE Functional Configuration

Department: IT / Enterprise Applications Location: Dallas, TX (On-Site)

Reddy Ice is seeking a high-impact Manager, Dynamics 365 Customer Engagement (CE) Functional Configuration to join our corporate office in Dallas, TX. Operating as a strategic Individual Contributor, this role will serve as ourresident Dynamics CE platform architect and functional expert.

The ideal candidate combines strong functional expertise in Dynamics 365 CE with leadership skills, business process knowledge, and the ability to translate business requirements into practical technology solutions. This role will partner closely with Sales, Customer Service, Marketing, Commercial Operations, and IT teams to deliver scalable business solutions that drive operational efficiency and business growth.

This role will also drive strategic design, hands‑on configuration, and optimizationof our core customer-facing applications. This role directly supports our high-volume retail sales, distribution and delivery framework.

Key Responsibilities

1. Core Module Configuration & Business Application

• Module Ownership: Architect, design, and configure workflows, data models, and features across D365 Sales, Customer Service Hub including Order & Case Management, Customer Insights and Field Service tailored to a high-volume distribution infrastructure.
• Customer Insights: Build and maintain unified B2B profiles, segments, and measures within D365 Customer Insights to power retail-focused commercial data strategies.
• Power Platform Automation: Build and optimize forms, business rules, views, and complex process configurations using Power Automate cloud flows and Dataverse without utilizing custom code.

2. Strategic Partnership & Advisory

• Internal Consultant: Partner directly with on-site Sales, Customer Support, and Logistics leadership to translate operational business objectives into scalable system designs.
• Platform Roadmap: Own the functional roadmap and manage technical impact assessments for Microsoft's twice-yearly major application upgrades across all four core modules.
• Vendor & Developer Alignment: Partner with external implementation partners and internal developer resources when custom extensions are required, validating alignment to functional blueprints.

3. Governance & Quality Assurance

• Best Practices: Establish and enforce zero-code/low-code configuration standards to maintain platform integrity and eliminate technical debt.
• Testing & Validation: Coordinate functional validation, orchestrate User Acceptance Testing (UAT), and manage comprehensive end-user and system documentation.

Required Skills & Qualifications

• 7+ years of experience with Microsoft Dynamics 365 Customer Engagement (CE) / CRM.
• Strong functional knowledge of:
• Dynamics 365 Customer Service
• Marketing / Customer Insights
• Power Platform
• Experience with requirements gathering, business process mapping & solution design.
• Experience supporting enterprise-scale CRM implementations and enhancements.
• Excellent communication and stakeholder management skills.
• Ability to work effectively with business leaders, IT teams, and external partners.
• Proven success operating as an autonomous, self‑directed expert capable of delivering enterprise platform solutions without direct reports.
• Advanced capability to solve complex problems through out-of-the‑box features and Power Platform components.
• Strong business partnership and relationship‑building skills.
• Ability to influence stakeholders across all organizational levels.
• Excellent problem‑solving and decision‑making abilities.
• Proven ability to manage multiple priorities in a fast‑paced environment.

Preferred Qualifications

Certifications: Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate, or specialized module certifications (Customer Service Hub, Sales & Leads Management, Field Service, Customer Insights).

Preferred Expertise: Project & Incident management, Reporting, Application Support, Testing, QA, DevOps

Industry Knowledge: Experience implementing configurations within the Consumer-Packaged Goods (CPG), manufacturing and retail distribution industries.