Analytical Intelligence
Website:
ai-inter.com
Job details:
We are seeking an experienced Senior Microsoft Dynamics 365 Customer Service Functional-Technical Consultant to lead the hands-on implementation of a Dynamics 365 Customer Service and Microsoft Power Platform solution.
This is a hands-on implementation role, not a project-management-only or requirements-only position.
The ideal candidate combines strong Dynamics 365 Customer Service and Power Platform technical capabilities with excellent business-process analysis, facilitation, and communication skills. You should be equally comfortable conducting process-discovery sessions with business users and then configuring the resulting solution directly within Dynamics 365, Dataverse, and Power Platform.
The selected consultant will take significant ownership of the implementation lifecycle, including requirements discovery, solution design, configuration, workflow automation, data migration, testing, deployment, documentation, user training, and post-deployment support.
We are looking for someone who can operate independently and serve as the primary Dynamics 365 implementation resource for the engagement.
Key Responsibilities
- Lead business-process discovery and requirements-gathering sessions with business stakeholders and end users.
- Analyze current-state workflows and design practical future-state processes using Dynamics 365 Customer Service and Microsoft Power Platform.
- Translate business requirements directly into Dynamics 365 and Dataverse configuration.
- Configure and customize Dynamics 365 Customer Service, including:
- Case management
- Customer Service Workspace
- Queues
- Routing and work assignment
- SLAs
- Activities and communications
- Knowledge management
- Forms, views, dashboards, and business rules
- Design and configure Dataverse tables, columns, relationships, ownership models, and security.
- Develop Power Automate flows for workflow automation, notifications, task creation, approvals, integrations, and exception handling.
- Configure security roles, teams, business units, ownership, and record-level access.
- Design integrations between Dynamics 365 and external systems using appropriate Power Platform and Microsoft technologies.
- Work with REST APIs, connectors, custom connectors, virtual tables, dataflows, and other integration approaches where appropriate.
- Perform data analysis, mapping, transformation, migration, reconciliation, and validation.
- Identify duplicate, incomplete, or inconsistent data and develop appropriate migration and cleansing strategies.
- Configure and manage DEV, TEST/UAT, and PROD environments.
- Manage Dynamics and Power Platform solutions, environment variables, connection references, and deployment processes.
- Develop test scenarios and support system, integration, and user-acceptance testing.
- Troubleshoot configuration, automation, security, integration, and data issues.
- Develop implementation documentation, configuration documentation, process documentation, and operational procedures.
- Develop user training materials and conduct end-user and administrator training.
- Support production deployment, stabilization, and knowledge transfer.
- Recommend configuration-first solutions and minimize unnecessary custom development.
Required Experience
- 5+ years of hands-on Microsoft Dynamics 365 CE/CRM and/or Power Platform implementation experience.
- Strong hands-on experience with Dynamics 365 Customer Service.
- Demonstrated experience personally delivering Dynamics 365 implementations from requirements gathering through production deployment.
- Strong understanding of Dynamics 365 Customer Service capabilities, including:
- Cases
- Queues
- Routing
- SLAs
- Activities
- Email integration
- Knowledge management
- Customer Service Workspace
- Strong Microsoft Dataverse experience, including:
- Standard and custom tables
- Table relationships
- Forms and views
- Business rules
- Choice fields
- Model-driven applications
- Security roles
- Teams and ownership
- Record-level security
- Strong hands-on experience with Microsoft Power Automate.
- Experience designing business-process automation using Dataverse triggers and actions.
- Experience integrating Dynamics 365 with Microsoft 365, Azure, and/or third-party systems.
- Working knowledge of REST APIs, OAuth, connectors, custom connectors, dataflows, and integration design patterns.
- Experience with Dynamics 365 / Power Platform Application Lifecycle Management.
- Experience working with multiple Power Platform environments and solution deployment.
- Hands-on data migration experience, including mapping, cleansing, transformation, import, reconciliation, and validation.
- Experience developing and executing UAT and production deployment plans.
- Ability to troubleshoot complex Dynamics 365, Dataverse, Power Automate, security, and integration issues.
Functional & consulting Skills
This role requires more than technical configuration expertise.
The successful candidate must be able to:
- Conduct structured process-discovery workshops.
- Communicate effectively with executives, business owners, subject-matter experts, and end users.
- Understand business workflows that may initially be informal or poorly documented.
- Ask detailed questions to identify business rules, exceptions, dependencies, ownership, deadlines, and escalation requirements.
- Convert business requirements into maintainable Dynamics 365 configurations.
- Explain technical concepts clearly to nontechnical stakeholders.
- Recommend improvements rather than simply recreating inefficient existing processes.
- Balance business requirements, usability, platform capabilities, maintainability, and implementation complexity.
- Work independently and make sound implementation decisions with limited supervision.
- Produce clear functional and technical documentation.
Technical Skills
Candidates should have strong experience with many of the following:
- Microsoft Dynamics 365 Customer Service
- Dynamics 365 CE
- Microsoft Dataverse
- Microsoft Power Platform
- Power Automate
- Model-driven Power Apps
- Dynamics 365 security architecture
- Dataverse security roles
- Business units and teams
- Queues and routing
- SLAs
- Business rules
- Solution management
- Managed and unmanaged solutions
- Environment variables
- Connection references
- Power Platform environments
- REST APIs
- Custom connectors
- Virtual tables
- Dataflows
- Microsoft 365 integration
- Azure integration
- Data migration
- Excel/CSV data transformation and import
- API authentication and OAuth
- Integration monitoring and error handling
Experience with JavaScript, C#, Dataverse plug-ins, Azure Functions, Azure Logic Apps, or other extensibility technologies is beneficial but is not the primary focus of this position.
We are seeking a consultant who knows when native Dynamics and Power Platform capabilities are sufficient and when custom development is genuinely necessary.
Qualifications
- Microsoft Dynamics 365 Customer Service implementation experience across multiple production deployments.
- Experience serving as the primary or lead consultant on small-to-medium Dynamics implementations.
- Microsoft Dynamics 365 Customer Service Functional Consultant certification or equivalent demonstrated experience.
- Microsoft Power Platform certifications.
- Experience with Dynamics 365 / Power Platform solution architecture.
- Experience integrating Dynamics 365 with document-management or external business systems.
- Experience training business users and system administrators.
- Experience supporting organizations transitioning from spreadsheets, email-driven workflows, or legacy applications into Dynamics 365.
We are looking for a builder and consultant in one person.
You should be able to conduct a requirements session with business users, understand the process being described, recommend an improved future-state workflow, and then personally configure that solution within Dynamics 365 and Power Platform.
This position may not be a good fit if your recent Dynamics experience has primarily involved:
- Project management without hands-on configuration
- Requirements gathering followed by handing work to a separate development team
- Custom development without functional Dynamics implementation responsibility
- Architecture roles where other consultants perform the actual configuration
- Administration of an existing Dynamics environment without implementation experience
Ideal Candidate Profile
An ideal candidate might describe themselves as a:
- Senior Dynamics 365 Customer Service Functional Consultant
- Dynamics 365 CE Functional-Technical Consultant
- Dynamics 365 Customer Engagement Consultant
- Power Platform / Dynamics 365 Implementation Consultant
- Dynamics 365 Customer Service Solution Consultant
Regardless of title, we are primarily interested in demonstrated hands-on implementation capability.
Interview Process
Candidates should be prepared to discuss specific Dynamics 365 implementations they have personally delivered, including:
- Their role in requirements discovery
- Solution and data-model design
- Dynamics configuration
- Power Automate development
- Security configuration
- Data migration
- Integration design
- Testing and UAT
- Production deployment
- Training
- Troubleshooting and post-production support
Candidates may also be asked to respond to scenario-based questions involving Dynamics 365 Customer Service, Dataverse, Power Platform automation, integrations, security, and implementation architecture.
This is a hands-on project-based consulting engagement with the opportunity to take ownership of a substantial Microsoft Dynamics 365 Customer Service implementation. The consultant is expected to work collaboratively with business stakeholders while independently executing the majority of the Dynamics 365 and Power Platform implementation activities.
Click on Apply to know more.
