MS Dynamics CRM 365 Functional Consultant

About Us:

Exigo Tech is a Sydney-based Technology Solutions Provider focused on providing solutions on three major verticals; Infrastructure, Cloud, and Application to businesses across Australia. We help companies reach operational efficiencies by empowering them with technology solutions that drive their business processes.

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Exigo is looking for a Full-time MS Dynamics CRM 365 Functional Consultant

We are seeking a seasoned Functional Consultant with deep expertise in Microsoft Dynamics 365 Customer Engagement (CE). This role demands a strong blend of business acumen and technical proficiency to lead end-to-end CRM implementations, customizations, and integrations for enterprise clients.

Roles & Responsibilities

Discovery & Solution Design

• Conduct workshops, fit‑gap analysis, AS‑IS/TO‑BE process mapping, and impact assessments
• Define functional design (BRD/FRD), user stories, acceptance criteria, and process flows
• Lead config‑vs‑custom decisions, maximizing OOB capabilities before customizations
• Collaborate with solution architects on data model, security, and environment strategy

Configuration & Prototyping

• Configure model‑driven apps, tables (entities), forms/views, business rules, Business Process Flows (BPFs), choices, and permissions
• Set up Sales (lead‑to‑cash), Customer Service (cases, SLAs, entitlements, queues), Field Service (work orders, booking, assets), and/or Marketing (segments, journeys) features as applicable
• Prepare prototypes/POCs and lead conference room pilots (CRPs) and stakeholder demos
• Work according to the norms defined in the ISMS 27001 policy.

Data, Integrations & Reporting

• Define data migration scope (masters, open transactions, history), mappings, and reconciliation using Dataflows/DM/ETL tools
• Specify integration requirements (near‑real‑time vs batch), error‑handling, retries, and idempotency expectations (via Web API/Logic Apps/Service Bus, etc.)
• Define reporting & analytics needs (views, charts, dashboards, Power BI models), and data governance (duplicates, enrichment, retention

Testing, Readiness & Adoption

• Author test scenarios/scripts; execute SIT/UAT, manage defects, and secure sign‑offs
• Develop training plans, role‑based guides, and conduct end‑user training
• Drive change management (communications, adoption KPIs) and readiness assessments

Cutover, Hypercare & Support

• Prepare cutover plans, run mock cutovers, and manage go‑live readiness checklists
• Provide L2 functional support, triage issues, prioritize fixes, and optimize processes during hypercare
• Maintain functional documentation (solution design, SOPs, runbooks)s

Project Governance & Stakeholder Management

• Contribute to estimations, RAID management, status reporting, and compliance (security, privacy, localization)
• Partner with technical teams on plugins, flows, PCF, ALM/DevOps, and environment management
• Mentor junior consultants; contribute to accelerators, templates, and best practices

Key Competencies & Behavioural Skills

• Design Quality: Fit‑gap closure rate, change requests due to design gaps
• Testing Outcomes: UAT pass rates, defect leakage, rework effort
• Adoption: User enablement scores, active usage, time‑to‑value for key processes
• Data Readiness: Migration accuracy on first pass, duplicate rate, data quality scores
• Delivery Predictability: Milestone adherence, scope variance, go‑live stability (incident volume/MTTR)
• Strong process thinking and analytical problem‑solving
• Excellent facilitation & communication; ability to translate business goals into system design and articulate trade‑offs
• Stakeholder management with a change‑management mindset and user empathy
• Ownership, attention to detail, and collaborative partnering with technical and business teams

Functional

Sales (Lead‑to‑Cash)

• Lead, opportunity, quote, order, invoice processes; product/catalog/price list setup; forecasting
• Sales KPIs, territories, goal management, and Sales Accelerator/sequences (nice‑to‑have)

Customer Service / Omnichannel

• Case lifecycle, queues/routing, SLAs/entitlements, knowledge management
• Omnichannel: work streams, channels, unified routing, agent experience (nice‑to‑have)

Field Service (Preferred for FSM roles)

• Work orders, incident types, products/services, resource scheduling, inventory/returns
• Assets/IoT scenarios, preventive maintenance, service agreements/entitlements

Marketing (Nice‑to‑have or role‑specific)

• Real‑time & outbound journeys, segments, consent/opt‑in, event management, leads sync to Sales

Cross‑Functional

• Business Process Flows, approvals, audit/tracking, duplicate detection, data stewardship
• Security (roles, teams, field‑level), multi‑company / multi‑region / multi‑currency
• Compliance: data retention, consent/privacy (GDPR‑like), localization requirements

Technical

• Strong hands‑on configuration in Dynamics 365 CE and Dataverse (tables, relationships, forms, views)
• Power Automate (cloud flows): approvals, error handling, basic automation patterns
• Understanding of Dataverse Web API/OData capabilities to define integration requirements (no heavy coding expected)
• Familiarity with ALM concepts: managed/unmanaged solutions, solution segmentation, environment variables
• Data migration basics: Dataflows/ADF/SSIS/KingswaySoft (requirements & validation approach)
• Reporting awareness: Power BI dashboards, in‑app charts/views; define analytics KPIs and data model needs
• Telemetry/performance awareness: recognizing common limits (API calls, query complexity), and triaging user‑perceived slowness

Others

• Power Platform: Power Automate, Power Apps, Virtual Tables, Dataverse Plugins for F&O scenarios
• Azure: Logic Apps, Functions, Service Bus, API Management, Key Vault, Storage, Monitoring
• Methodologies: Agile/Scrum, story slicing, estimation techniques; Domain‑Driven Design concepts

Certification: PL-400, MB 200, MB 210, MB 240, MB 230, MB 600, AZ-900, PL-900 , Any power platform certification is a plus

Education: Bachelors / Masters -B.Tech / M.Tech / B.C.A / M.C.A

Experience: 5+ years

Location: Vadodara (WFO).

Email: [email protected]