Job Description

Position: Lead Functional Consultant – D365 CE (Field Service)

Company: HSO India Pvt. Ltd.
Level: 4.3 – Lead Functional Consultant
Experience: 10+ Years
Work Mode: Remote / Work From Home – India
Employment Type: Full-Time
Compensation: Best in the Market

About the Role

HSO India is looking for an experienced Lead Functional Consultant – Microsoft Dynamics 365 Customer Engagement (CE) with strong hands-on expertise in Dynamics 365 Field Service and functional experience in at least two additional Dynamics 365 CE modules, such as Sales and Customer Service.

The ideal candidate should have extensive experience in leading end-to-end D365 CE implementations, understanding complex business requirements, designing scalable functional solutions, configuring D365 applications, and providing functional leadership across customer engagements.

The candidate will work closely with customers, technical teams, solution architects, and project stakeholders to deliver successful implementations, enhancements, and managed services engagements.

Key Responsibilities

• Lead functional consulting activities across Microsoft Dynamics 365 Field Service implementations.

• Drive end-to-end functional solution design, configuration, and implementation of D365 Field Service.

• Gather and analyze business requirements and translate them into scalable Dynamics 365 CE solutions.

• Conduct requirement-gathering workshops, discovery sessions, demonstrations, fit-gap analysis, and solution walkthroughs.

• Design, configure, and implement D365 Field Service capabilities based on business requirements, including:

  • Work Order Management and Lifecycle Management

  • Incident Types and Service Tasks

  • Resource Scheduling and Optimization

  • Schedule Board Configuration

  • Bookable Resources and Resource Characteristics

  • Customer Assets and Asset Management

  • Agreements and Entitlements

  • Inspections and Service Task Management

  • Inventory, Products, and Warehouse Management

  • Field Service Mobile Application

  • Time Tracking and Service Reporting

  • Preventive Maintenance and Recurring Work Orders

• Design and implement field service business processes, including work order creation, technician scheduling, dispatching, service execution, and work order closure.

• Provide functional expertise in at least two additional D365 CE modules, such as:

  • Dynamics 365 Sales

  • Dynamics 365 Customer Service

  • Dynamics 365 Customer Insights – Data

• Understand cross-functional business processes and ensure seamless integration between D365 CE modules.

• Prepare functional specifications and collaborate with technical teams on customizations, integrations, and extensions.

• Work closely with development teams on Microsoft Dataverse, Power Platform, Power Automate, plugins, workflows, business rules, and integrations.

• Lead data migration, system integrations, functional testing, UAT, deployment, go-live, and post-go-live activities.

• Develop test scenarios and test cases and support business users during UAT.

• Troubleshoot complex functional issues and provide effective solutions within agreed SLAs.

• Conduct customer demonstrations, end-user training, and knowledge-transfer sessions.

• Prepare functional design documents, solution documentation, user guides, and training materials.

• Participate in production support and managed services engagements when required.

• Collaborate with offshore and onshore teams and manage communication with global customers and stakeholders.

• Provide functional leadership, guidance, and mentoring to junior consultants.

• Review functional deliverables and ensure adherence to Microsoft Dynamics 365 implementation best practices.

• Contribute to solution design discussions, continuous improvement initiatives, and delivery excellence.

Required Skills & Experience

• 10+ years of experience in Microsoft Dynamics 365 CE / CRM functional consulting.

• Strong hands-on implementation experience in Microsoft Dynamics 365 Field Service (Mandatory).

• Strong functional experience in at least two additional D365 CE modules, preferably Dynamics 365 Sales and Customer Service.

• Proven experience leading end-to-end D365 CE implementations and/or managed services engagements.

• Strong understanding of field service business processes, service operations, work order management, and resource scheduling.

• Hands-on experience with D365 Field Service capabilities, including:

  • Work Order Management and Lifecycle

  • Resource Scheduling and Optimization (RSO)

  • Schedule Board and Dispatch Management

  • Bookable Resources and Resource Characteristics

  • Customer Assets and Asset Management

  • Agreements, Entitlements, and Service Contracts

  • Inspections and Service Tasks

  • Inventory, Products, and Warehouses

  • Field Service Mobile Application

  • Preventive Maintenance and Recurring Work Orders

  • Time Tracking and Service Reporting

• Strong understanding of D365 Sales and Customer Service business processes.

• Experience in requirement gathering, business process mapping, fit-gap analysis, solution design, functional configuration, testing, and deployment.

• Hands-on experience working with Microsoft Dataverse and Power Platform.

• Good understanding of Power Automate, Power Apps, workflows, business rules, and integrations.

• Experience preparing functional specifications, solution design documents, and implementation deliverables.

• Ability to work closely with technical developers, solution architects, and integration teams.

• Experience handling complex customer requirements and providing appropriate functional solutions.

• Strong analytical, problem-solving, and troubleshooting skills.

• Excellent communication, stakeholder-management, and customer-facing skills.

• Proven ability to lead functional teams, manage project deliverables, and mentor junior consultants.

Preferred Qualifications

• Microsoft Dynamics 365 / Power Platform certifications such as:

  • MB-240 – Microsoft Dynamics 365 Field Service Functional Consultant

  • MB-210 – Microsoft Dynamics 365 Sales Functional Consultant

  • MB-230 – Microsoft Dynamics 365 Customer Service Functional Consultant

  • PL-200 – Microsoft Power Platform Functional Consultant

• Experience with Dynamics 365 Field Service mobile capabilities and offline configurations.

• Knowledge of Connected Field Service and IoT-based service management is an added advantage.

• Experience with Resource Scheduling Optimization (RSO).

• Experience with Azure services, Dataverse APIs, and third-party integrations.

• Experience working with Azure DevOps for backlog management, requirements, testing, and project tracking.

• Experience in global implementations involving multiple regions, business units, or countries.

• Experience in Managed Services / Application Support environments.

• Experience working in Agile/Scrum delivery methodologies.

Key Competencies

• Microsoft Dynamics 365 CE Functional Consulting

• Dynamics 365 Field Service

• Work Order and Service Management

• Resource Scheduling and Optimization

• Schedule Board and Dispatch Management

• Customer Asset and Inventory Management

• Dynamics 365 Sales / Customer Service

• CRM Business Process Understanding

• Requirement Gathering and Business Analysis

• Solution Design and Functional Configuration

• Microsoft Dataverse and Power Platform

• Power Automate and Power Apps

• Testing, UAT and Deployment

• Data Migration and Integrations

• Stakeholder and Customer Management

• Functional Leadership and Team Mentoring

• Problem Solving and Troubleshooting

Position Summary

Position: Lead Functional Consultant – D365 CE (Field Service)
Level: 4.3 – Lead Functional Consultant
Experience: 10+ Years
Primary Module: Microsoft Dynamics 365 Field Service (Mandatory)
Additional Modules: Minimum 2 – Dynamics 365 Sales, Customer Service, or other relevant D365 CE modules
Work Mode: Remote / Work From Home – India
Employment Type: Full-Time
Salary: Best in the Market