Senior CRM Business Analyst (Arabic-Speaking)

Location: Dubai, UAE
Work Mode: Onsite
Experience: 5+ Years
Language Requirements: Arabic and English (Mandatory)
Technology: Microsoft Dynamics 365 CRM / Customer Engagement (CE)

Required Skills and Experience

• 5+ years of experience as a CRM Business Analyst or Functional Consultant in Microsoft Dynamics CRM / Dynamics 365 Customer Engagement (CE) environments.


• Strong business analysis, requirements gathering, workshop facilitation, and stakeholder management skills.


• Hands-on functional understanding of Dynamics 365 Sales, Customer Service, Case Management, Omnichannel, Contact Center, and Customer Journeys.


• Understanding of Microsoft Dataverse and Power Platform.


• Experience preparing BRDs, SRS, FRS, use cases, user stories, process flows, acceptance criteria, test scenarios, and user guides.


• Strong Arabic communication capability and strong command of English for business communication and technical documentation.


• Ability to coordinate effectively with business stakeholders and technical delivery teams.

Key Responsibilities

• Gather, analyze, validate, and document business requirements from business teams and system owners.


• Identify business processes, pain points, gaps, user needs, and opportunities for improvement.


• Translate requirements into BRDs, functional specifications, user stories, acceptance criteria, and testable requirements.


• Facilitate workshops with business stakeholders, CRM users, technical teams, consultants, and project managers.


• Support Dynamics 365 solution design and configuration discussions.


• Act as a bridge between business users, developers, consultants, testers, and project managers.


• Manage, refine, and prioritize the requirements backlog with stakeholders and delivery teams.


• Support test planning, User Acceptance Testing (UAT), defect clarification, requirement validation, and business sign-off.


• Assist with data migration, reporting, integrations, data validation, and reconciliation requirements.


• Prepare user documentation, process guides, training materials, and adoption support documentation.


• Support go-live preparation, user adoption, post-go-live hypercare, and continuous improvement.


• Identify delivery risks, dependencies, requirement gaps, and business or operational impacts.


• Recommend process improvements using Dynamics 365 and Power Platform capabilities.


• Support CRM solutions across Dynamics 365 Sales, Customer Service, Case Management, Contact Center, Omnichannel, and Customer Journeys.

Key Skills

Microsoft Dynamics 365 CRM | Dynamics 365 CE | CRM Business Analysis | Requirements Gathering | BRD | SRS | FRS | Functional Specifications | User Stories | UAT | Microsoft Dataverse | Power Platform | Stakeholder Management | Data Migration | CRM Integrations | Arabic | English