Microsoft - CRM Functional - Senior

AI Business Solutions – Dynamics CRM Functional Senior:

About Global Delivery Services

Global Delivery Services refers to EY's worldwide network of service delivery centers. The GDS team plays an important role in EY’s strategy by ensuring effective support to EY’s growth agenda.

Our journey started in 2002 with approximately 200 people. Today we stand at 80,000+ professionals in ten locations around the world. We operate in Argentina, China, Hungary, India, Philippines, Poland, Sri Lanka, Mexico, Spain and the United Kingdom.

Client service is focused on providing Consulting, Assurance, Tax, Strategy & Transactions, and Knowledge support to our clients around the world. The teams enable account teams worldwide to provide seamless, high-quality, value-added support, helping deliver exceptional client service.

Enablement Services provides cost-effective, high-skilled, and innovative services to support EY’s global and local enablement teams. Markets, BMC, AWS, Finance and Accounting, Risk Management, Procurement, People Shared Services, IT Service Delivery and IT Global Infrastructure services, are among the services offered by Enablement Services.

Our innovation specialists serve the GDS Client Service and Enablement Services teams, along with Service Lines, Core Business Services and Sectors. The team brings the desired environment, technologies and skilled teams together for facilitation, rapid prototyping and innovative thinking. The competencies offered include analytics, digital, user experience, mobile technology, infrastructure, Microsoft technologies and open innovation.

The Opportunity

We are seeking a Senior Functional Consultant – Microsoft Dynamics 365 CRM to lead functional design and solution delivery across large-scale CRM engagements. This role combines deep functional expertise with client-facing leadership, enabling the successful implementation of Dynamics 365 solutions across Sales, Customer Service, and Marketing modules.

Your Key Responsibilities

• Lead functional analysis, solution design, and implementation of Microsoft Dynamics 365 CRM solutions across Sales, Customer Service, and Marketing modules.


• Collaborate closely with client stakeholders to understand business needs and translate them into effective, scalable D365 functional solutions.


• Actively participate in and facilitate requirement gathering, fit-gap analysis, application design workshops, and solution validation sessions.


• Configure and customize D365 CRM applications including entities, fields, forms, views, dashboards, business rules, and workflows.


• Ensure that functional designs are aligned with business objectives, platform capabilities, and delivery best practices.


• Work closely with technical teams to support integrations, data migration approaches, and overall solution realization.


• Ensure project documentation is completed, reviewed, and maintained in line with delivery standards.


• Support testing activities including functional testing, UAT preparation, defect triage, and solution validation.


• Work effectively within Agile delivery models, adapting to changing priorities and workloads.


• Contribute to high-quality delivery through collaboration, ownership, and continuous improvement.


• Responsible for decision-making, optimizing processes, resource management, and overseeing team management as needed for task execution.


• Accountable for allocating personnel, supervising team members, assigning tasks, ensuring that the team has the necessary tools and support to succeed in their roles and optimizing and evaluating their performance to meet organizational goals.

Skills and attributes for success

• Strong functional expertise across Microsoft Dynamics 365 CRM modules (Sales, Customer Service, Marketing).


• Proven experience in CRM configuration and customization for enterprise-scale business applications.


• Ability to translate complex business processes into effective CRM functional designs.


• Solid understanding of CRM data models, relational database concepts, and basic SQL.


• Exposure to integration and data migration concepts within D365 CRM environments.


• Experience working in Agile project delivery models, including sprint-based execution.


• Strong analytical, problem-solving, and stakeholder management skills.


• Excellent verbal and written communication skills with a client-facing mindset.


• Ability to work effectively in distributed, onshore–offshore delivery models.

Ideally, you’ll also

The following skills are preferred and add value to the role:

• Functional exposure to Power Platform (Power Apps, Power Automate, Power BI)


• Experience supporting large transformation or digital modernization programs


• Familiarity with testing tools, deployment cycles, and release management practices


• Experience working across multiple industries or complex business environments

What we look for

• 3–7 years of experience in Microsoft Dynamics 365 CRM configuration and functional delivery.


• Hands-on experience in at least one end-to-end D365 CRM implementation with functional ownership.


• Prior experience in client-facing consulting or enterprise delivery engagements.


• Degree in BE / B.Tech / MCA / MBA or equivalent with relevant industry experience.


• Microsoft Dynamics 365 CRM Functional certification is preferred.

What we offer you

At EY, we’ll develop you with future-focused skills and equip you with world-class experiences. We’ll empower you in a flexible environment, and fuel you and your extraordinary talents in a diverse and inclusive culture of globally connected teams. 

• Our Commitment: As a commitment, we persistently endeavour to embody our values, fulfil our purpose, and champion inclusiveness. Our dedication is to cultivate EY into an environment where diverse perspectives are celebrated, creating a supportive atmosphere for individuals to authentically be themselves and contribute their utmost.


• Professional Development: From entry-level employees to senior leaders, we believe in continuous learning. We offer opportunities to build new skills, take on leadership roles, and connect and grow through mentorship.


• People and Culture: In our dynamic workplace, diversity, equity, and inclusiveness are ingrained in our culture. We're united by a commitment to create an environment where every individual's differences are valued, practices are equitable, fostering a sense of belonging. Our shared values include integrity, respect, teaming, inclusiveness, energy, enthusiasm, courage to lead, and building relationships based on doing the right thing.


• Benefits: Embark on a transformative career journey with us and indulge in a suite of premium benefits, encompassing exclusive health and wellness packages, enticing rewards, and cutting-edge learning opportunities that empower you to continually grow and excel in your professional and personal development.


• How to Apply: If you are passionate to join us and are aligned with our commitment to building a better working world, we invite you to apply by completing our user-friendly form with personal and professional information and by providing your consent to data privacy.