Functional Lead, Dynamics 365 Configuration

Job Requisition

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Job Description

POSITION PURPOSE

The Dynamics 365 Configuration Engineer serves as the primary functional owner of the organization's Microsoft Dynamics 365 Customer Engagement platform, partnering with business leaders to design and deliver scalable solutions across Sales, Customer Service, Field Service, and Customer Insights. This role is responsible for platform configuration, governance, roadmap management, and process optimization, ensuring business needs are translated into effective low-code solutions that drive operational efficiency and customer engagement.

Demonstrates our “True North” attributes: voice of the customer, respect for the individual, no nonsense communication and utilization of facts, servant leadership and has a continuous improvement mindset in every facet of leadership and daily interaction. Leads, collaborates and demonstrates the lean principles and utilizes the lean methodologies and tools to facilitate continuous process improvements and value creation for our customers, employees and shareholders. Actively utilizes lean tools (VSM, Kaizen, A3, etc.) to inform and assess business opportunities to drive continuous improvement. Lead and participate in Kaizen and value stream mapping activities.

DUTIES & RESPONSIBILITIES

Core Module Configuration & Business Application

• Module Ownership: Architect, design, and configure workflows, data models, and features across D365 Sales, Customer Service Hub including Order & Case Management, Customer Insights and Field Service tailored to a high-volume distribution infrastructure.

• Customer Insights: Build and maintain unified B2B profiles, segments, and measures within D365 Customer Insights to power retail-focused commercial data strategies.

• Power Platform Automation: Build and optimize forms, business rules, views, and complex process configurations using Power Automate cloud flows and Dataverse without utilizing custom code.

Strategic Partnership & Advisory

• Internal Consultant: Partner directly with on-site Sales, Customer Support, and Logistics leadership to translate operational business objectives into scalable system designs.

• Platform Roadmap: Own the functional roadmap and manage technical impact assessments for Microsoft’s twice-yearly major application upgrades across all four core modules.

• Vendor & Developer Alignment: Partner with external implementation partners and internal developer resources when custom extensions are required, validating alignment to functional blueprints.

Governance & Quality Assurance

• Best Practices: Establish and enforce zero-code/low-code configuration standards to maintain platform integrity and eliminate technical debt.

• Testing & Validation: Coordinate functional validation, orchestrate User Acceptance Testing (UAT), and manage comprehensive end-user and system documentation.

SKILLS & QUALIFICATIONS

·         7+ years of experience with Microsoft Dynamics 365 Customer Engagement (CE) / CRM.

·         Strong functional knowledge of:

o   Dynamics 365 Sales

o   Dynamics 365 Customer Service

o   Marketing / Customer Insights

o   Power Platform

·         Experience with requirements gathering, business process mapping & solution design.

·         Experience supporting enterprise-scale CRM implementations and enhancements.

·         Excellent communication and stakeholder management skills.

·         Ability to work effectively with business leaders, IT teams, and external partners.

·         Proven success operating as an autonomous, self-directed expert capable of delivering enterprise platform solutions without direct reports.

·         Advanced capability to solve complex problems through out-of-the-box features and Power Platform components.

Preferred Qualifications

• Certifications: Microsoft Certified: Dynamics 365 Customer Engagement Functional Consultant Associate, or specialized module certifications (Customer Service Hub, Sales & Leads Management, Field Service, Customer Insights).

• Preferred Expertise: Project & Incident management, Reporting, Application Support, Testing, QA, DevOps

• Industry Knowledge: Experience implementing configurations within the Consumer-Packaged Goods (CPG), manufacturing and retail distribution industries.

LEADERSHIP COMPETENCIES

·         Strong business partnership and relationship-building skills.

·         Ability to influence stakeholders across all organizational levels.

·         Excellent problem-solving and decision-making abilities.

·         Proven ability to manage multiple priorities in a fast-paced environment.

SUPERVISORY RESPONSIBILITY

·         This is an individual contributor role with no direct reports.

WORKING CONDITIONS/PHYSICAL REQUIREMENTS

No travel is required for this role. Typical office environment, generally sedentary position using computers, calculators, phones, and other office equipment. This position works in a fast-paced, rapidly changing work environment. The ability to manage stress, build professional and collaborative relationships, and reason through complex business situations is essential.

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