CRM Solutions Advisor

Your Responsibilities

• Lead and participate in requirement-gathering workshops with business stakeholders.
• Analyze business processes and translate them into effective Dynamics 365 Customer Service solutions.
• Configure and customize Customer Service components such as Cases, Queues, SLAs, Entitlements, Routing, and Knowledge Base.
• Leverage Power Platform capabilities (Power Apps, Power Automate, Power BI, Dataverse) to extend CRM functionality.
• Design and oversee Azure integrations using Logic Apps, Service Bus, Function Apps, and API Management.
• Work closely with Solution Architects and Technical Teams to ensure scalability, performance, and compliance with enterprise architecture.
• Prepare functional design documents, configuration guides, and end-user training materials.
• Support testing, UAT, deployment, and post-implementation stabilization activities.
• Drive continuous improvement through governance, best practices, and process optimization.
• Foster collaboration and knowledge sharing across teams and geographies.

Required Competencies