D365 CE Functional Consultant

We are seeking a Dynamics 365 Customer Engagement (CE) Functional Consultant with strong experience across Customer Journeys, Sales, and Customer Service
. The consultant will work with business stakeholders to understand processes, define requirements, support solution design, and ensure smooth transition and operations of the CRM platform.

• Lead requirement gathering workshops for Customer Journeys, Customer Service (Case Management, SLAs, Queues, Knowledge Base) and Sales (Lead-Opportunity lifecycle).
• Analyse existing CRM processes and document functional gaps, enhancements, and solution approaches.
• Support knowledge transition, environment walkthroughs, and stakeholder onboarding.
• Review and validate high-level customizations, integrations, reporting needs, and security roles.
• Coordinate with technical teams for solution design, deployment, and issue resolution.
• Support UAT, regression testing, and release readiness activities.
• Ensure alignment with incident, change, and release management processes.
• Work closely with business users to provide functional support and process improvements.

• Strong functional knowledge of D365 CE – Customer Service, Sales &
  Customer Journeys modules.
• Understanding of Plugin, Cloud flow, API.
• Understanding of:
  • Case lifecycle, SLAs, entitlements, queues, routing
  • Lead, Opportunity, and basic Sales processes
  • Customer Journeys
  • Knowledge Base articles
• Ability to document business processes, requirements, and functional specifications.
• Ability to validate customizations, workflows, integrations, and reports at a functional level.
• Experience with test scenarios, UAT support, and go-live readiness.
• Good understanding of CRM security roles, audit controls, and compliance.

• Exposure to Azure Function, integrations, and middleware.
• Experience with Splunk and TIBCO Active Matrix Business Works Plug-in.