Dynamics CRM Functional (CE) Manager
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Key skills for this role
About the Role
Lead requirement gathering, solution design, and testing for Dynamics 365 Customer Engagement solutions, ensuring alignment with business processes and Microsoft best practices.
Key Skills for This Role
Full Job Posting
Overview
As a
Dynamics 365 Functional Consultant (Manager)
at Accenture, you will act as the bridge between business stakeholders and technical teams to design, configure, and deliver Dynamics 365 Customer Engagement (CE) solutions.
You will lead requirement gathering, solution design, and functional testing while ensuring alignment with business processes and Microsoft best practices.
This role requires a strong focus on delivering innovative solutions that drive business value.
Requirement Gathering & Analysis
- Facilitate workshops and meetings with stakeholders to capture and document business requirements.
- Conduct fit-gap analysis and develop detailed functional specifications.
Solution Design & Configuration
- Design Dynamics 365 CE solutions using configuration and minimal customization.
- Configure entities, forms, views, dashboards, workflows, and business rules.
- Prototype and validate business processes to ensure alignment with client needs.
Implementation & Testing
- Lead the implementation of Dynamics 365 CE modules, including Sales, Customer Service, Marketing, and Field Service.
- Develop and execute comprehensive test plans to ensure solutions meet business and functional requirements.
Training & Documentation
- Deliver end-user training sessions and create detailed user guides.
- Maintain comprehensive documentation for all implemented solutions to ensure knowledge transfer and continuity.
Support & Advisory
- Provide post-go-live support to address client queries and ensure smooth operations.
- Recommend continuous improvement opportunities to optimize business processes and enhance solution performance.
- Advise clients on leveraging
Power Platform
and
Microsoft Copilot
capabilities to drive innovation and improve business outcomes.
Experience
- Proven experience in Dynamics 365 CE implementation, configuration, and functional consulting.
- Strong expertise in leading requirement gathering, fit-gap analysis, and solution design workshops.
- Hands-on experience with Dynamics 365 CE modules, including Sales, Customer Service, Marketing, and Field Service.
Technical Skills
- Proficiency in configuring entities, forms, views, dashboards, workflows, and business rules within Dynamics 365 CE.
- Familiarity with Power Platform capabilities, including Power Automate, Power Apps, and Power BI.
- Knowledge of Microsoft CoPilot and its application in enhancing business processes.
Certifications (Preferred)
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
- Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate (MB-210)
- Microsoft Certified: Power Platform Functional Consultant Associate (PL-200)
- Microsoft Certified: Power Platform Solution Architect Expert (PL-600)
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