CRM Tester

Role – Dynamics 365 CRM Functional Tester Experience – 7+ years Location – Abu Dhabi (UAE) Airline Domain Experience – Mandatory Job Description

CRM Business Functional Tester sits at the intersection of business requirements and technical execution. Their primary role is to ensure that Customer Relationship Management (CRM) systems—Microsoft Dynamics 365 CRM actually meet the needs of the end-users (Sales, Marketing, and Service teams) while remaining bug‑free.

Unlike a pure technical tester, a functional tester focuses on business logic
, workflows
, and the user experience
.

• Review Business Requirement Documents (BRD) and Functional Specification Documents (FSD) to understand how the business uses the CRM.
• Identify "edge cases" where standard business processes might fail.
• Develop comprehensive Test Plans and Test Cases that map directly to business requirements (Traceability Matrix).

• Module Testing: Verify specific CRM features such as Lead Management, Opportunity tracking, Case Management, and Campaign automation.
• User Journey Testing: Validate the entire lifecycle of a customer, from initial lead capture to final sale and post-purchase support.
• Workflow Validation: Ensure that automated triggers (e.g., sending an email when a deal closes) execute correctly based on business rules.

• Data Quality: Verify that data flows correctly into the CRM from external sources (website forms, ERP systems) without duplication or corruption.
• Security & Permissions: Test "Role-Based Access Control" (RBAC) to ensure users can only see and edit the data appropriate for their job function.
• Reporting: Validate that dashboards and analytics reports reflect accurate real‑time data.

• Identify, document, and track software defects using tools like Jira
  , Azure Dev Ops
  , or HP ALM
  .
• Collaborate with developers to explain the business impact of specific bugs.
• Perform Regression Testing to ensure that new updates or "hotfixes" don't break existing functionality.

• Assist business stakeholders during the UAT phase by providing test data and guidance.
• Translate technical issues into "business speak" for stakeholders.

Hands‑on experience with MS Dynamics 365.

Proficiency in Jira, Selenium (for automation), Postman (for API testing), or Zephyr.

Ability to write basic SQL queries to verify data in the CRM database.

Strong analytical thinking, attention to detail, and the ability to bridge the gap between IT and Business.

Deep understanding of Agile/Scrum and the Software Development Life Cycle (SDLC).

• Education: Bachelor’s degree in IT, Computer Science, Business Administration, or a related field.
• Certifications: ISTQB (Foundation Level), Microsoft Certified:
  Dynamics 365 Fundamentals.
• Experience: Strong Experience in software testing, with at least 3+ years specifically focused on CRM environments.
• Airline Domain Experience is required.