Senior Dynamics 365 CE Functional Consultant – Omnichannel

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

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