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Job Description – Lead Functional Consultant – Dynamics 365 CE

Experience Required: 8+ Years

Role Summary

HSO is seeking experienced Microsoft Dynamics 365 Customer Engagement (CE) Functional Consultants to lead enterprise digital transformation programs involving Dynamics 365 Sales, Customer Service, Field Service, Marketing, Power Platform, Copilot/AI capabilities, and advanced analytics. The role involves designing and delivering scalable CRM solutions that optimize customer engagement, sales, service operations, and marketing automation.

Job Purpose

Lead end-to-end Dynamics 365 CE implementations by driving solution design, business process optimization, stakeholder engagement, implementation delivery, and user adoption. The Functional Lead will facilitate customer workshops, define solution architecture, mentor consultants, and support pre-sales initiatives while ensuring successful project delivery aligned with business objectives.

Key Responsibilities

Lead Dynamics 365 CE solution design and functional architecture discussions.
Conduct discovery workshops and gather business requirements.
Review and approve functional designs, user stories, and system configurations.
Design and optimize end-to-end CRM business processes across:
- Sales
- Customer Service
- Field Service
- Marketing
Collaborate with technical teams on integrations, Power Platform solutions, automation, and reporting.
Drive adoption of Microsoft Copilot and AI capabilities within Dynamics 365 CE.
Define reporting strategy using Power BI and operational dashboards.
Support solution demonstrations, estimations, RFP/RFI responses, and customer presentations.
Mentor consultants and ensure delivery quality and governance.
Conduct end-user and key-user training.
Ensure projects are delivered within agreed timelines, quality standards, and budget.

Required Skills

Mandatory

8+ years of experience implementing Microsoft Dynamics 365 Customer Engagement (CE).
Strong hands-on functional expertise in:
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Dynamics 365 Field Service
- Dynamics 365 Marketing (Customer Insights – Journeys)
Strong understanding of:
- Lead-to-Cash process
- Opportunity Management
- Quote & Order Management
- Case & Incident Management
- SLA Management
- Knowledge Articles
- Omnichannel Customer Service
- Work Order Management
- Resource Scheduling & Schedule Board
- Field Technician Mobility
- Customer Segmentation
- Marketing Automation
- Customer Journeys
- Event & Campaign Management
Experience with Power Platform:
- Power Automate
- Power Apps
- Business Process Flows
Experience with Microsoft Copilot and AI capabilities in Dynamics 365 CE.
Experience designing dashboards and reporting using Power BI.
Strong experience conducting customer workshops and requirement gathering.
Experience working in Agile delivery methodologies.
Excellent stakeholder management and customer-facing communication skills.
Strong business process mapping and consulting skills.
Experience leading global or enterprise-scale Dynamics 365 CE implementations.

Preferred Skills

Experience supporting pre-sales activities, including:
- Solution demonstrations
- Effort estimation
- RFP/RFI responses
- Customer presentations
Knowledge of Azure integrations and Microsoft ecosystem.
Microsoft Dynamics 365 certifications.

Preferred Certifications

Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate
Microsoft Certified: Dynamics 365 Field Service Functional Consultant Associate
Microsoft Certified: Dynamics 365 Customer Insights (Journeys) Functional Consultant Associate
Microsoft Certified: Power Platform Functional Consultant Associate

HSO is looking for highly motivated professionals with strong consulting, communication, and customer engagement skills capable of delivering enterprise-scale Dynamics 365 transformation programs.

HSO IND - Lead Functional Consultant - Dynamics 365 CE