Microsoft Dynamics Consultant

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* NOTE:

THIRD PARTY EMPLOYERS, VENDORS, OR SIMILAR ARE NOT ELIGIBLE, due to preexisting client restrictions. NO EXCEPTIONS*******

Title: Senior Dynamics 365 CE/CRM Implementation Consultant

Location: Greater Philly area, PA (Hybrid – 3 days/week on-site)

We're seeking a hands‑on Senior Dynamics 365 Customer Service consultant to lead the configuration and implementation of D365 CE within our IT team to support specialty pharmacy/healthcare operations. This is a 6‑month contract engagement with the intent to convert to a full‑time position based on performance and business need. The role is hybrid, based out of the Client's Greater Philly area office, requiring on‑site presence 3 days per week.

This role will design and configure case management, service workflows, and automation to support patient services, care coordination, and compliance‑driven processes unique to the specialty pharmacy space.

• Hybrid schedule: 3 days on‑site in the Greater Philly area; 2 days remote
• Candidates must be local to the Greater Philadelphia area or willing to relocate

• Lead end‑to‑end configuration of Dynamics 365 Customer Service, including case management, queues, SLAs, entitlements, knowledge base, and routing
• Translate business requirements (patient intake, prior authorization, care coordination, fulfillment programs) into scalable D365 configurations
• Design and build automated workflows using Power Automate to streamline service processes and reduce manual handoffs
• Collaborate with CRM and Finance/Operations teams to ensure alignment where Dynamics 365 Sales Enterprise and Business Central touch Customer Service data (e.g., account/contact sync, contract‑to‑service association, billing‑related case triggers)
• Partner with stakeholders to gather requirements, document business processes, and manage configuration change requests
• Support data migration, integration touchpoints, and UAT/testing cycles
• Ensure configurations align with HIPAA and other healthcare compliance/data privacy requirements
• Provide post‑go‑live support, troubleshooting, and continuous improvement recommendations

• 5+ years of professional experience within the healthcare and/or pharmaceutical industry
• 3+ years hands‑on experience configuring/implementing Dynamics 365 Customer Service (case management, routing, SLAs, entitlements)
• Working proficiency with Power Platform, specifically Power Automate (flow design, approvals, integrations)
• Familiarity with Dynamics 365 Sales Enterprise (lead‑to‑opportunity process, account/contact model)
• Familiarity with Dynamics 365 Business Central (order management, invoicing, or integration points with CE)
• Strong understanding of the Dataverse data model and security roles
• Experience translating business requirements into functional/technical configuration specs
• Strong understanding of SDLC and Sprint methodologies

• Experience in healthcare, pharmacies, or specialty pharmacy operations
• Familiarity with HIPAA compliance requirements in CRM data handling
• Microsoft certifications (MB-230 Customer Service Functional Consultant, PL-200 Power Platform Functional Consultant)
• Experience with omnichannel/customer service voice or chat integrations (e.g., Five9)