Dynamics CRM Functional (CE) Manager

As a Dynamics 365 Functional Consultant (Manager) at Accenture, you will act as the bridge between business stakeholders and technical teams to design, configure, and deliver Dynamics 365 Customer Engagement (CE) solutions. You will lead requirement gathering, solution design, and functional testing while ensuring alignment with business processes and Microsoft best practices. This role requires a strong focus on delivering innovative solutions that drive business value.

Key Responsibilities

Requirement Gathering & Analysis

• Facilitate workshops and meetings with stakeholders to capture and document business requirements.
• Conduct fit-gap analysis and develop detailed functional specifications.

Solution Design & Configuration

• Design Dynamics 365 CE solutions using configuration and minimal customization.
• Configure entities, forms, views, dashboards, workflows, and business rules.
• Prototype and validate business processes to ensure alignment with client needs.

Implementation & Testing

• Lead the implementation of Dynamics 365 CE modules, including Sales, Customer Service, Marketing, and Field Service.
• Develop and execute comprehensive test plans to ensure solutions meet business and functional requirements.

Training & Documentation

• Deliver end-user training sessions and create detailed user guides.
• Maintain comprehensive documentation for all implemented solutions to ensure knowledge transfer and continuity.

Support & Advisory

• Provide post-go-live support to address client queries and ensure smooth operations.
• Recommend continuous improvement opportunities to optimize business processes and enhance solution performance.
• Advise clients on leveraging Power Platform and Microsoft CoPilot capabilities to drive innovation and improve business outcomes.

Experience:

• Proven experience in Dynamics 365 CE implementation, configuration, and functional consulting.
• Strong expertise in leading requirement gathering, fit-gap analysis, and solution design workshops.
• Hands-on experience with Dynamics 365 CE modules, including Sales, Customer Service, Marketing, and Field Service.

Technical Skills:

• Proficiency in configuring entities, forms, views, dashboards, workflows, and business rules within Dynamics 365 CE.
• Familiarity with Power Platform capabilities, including Power Automate, Power Apps, and Power BI.
• Knowledge of Microsoft CoPilot and its application in enhancing business processes.

Certifications (Preferred):

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
• Microsoft Certified: Dynamics 365 Sales Functional Consultant Associate (MB-210)
• Microsoft Certified: Power Platform Functional Consultant Associate (PL-200)
• Microsoft Certified: Power Platform Solution Architect Expert (PL-600)
• Microsoft Certified: Azure Fundamentals (AZ-900)

About Accenture
Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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