About the position
The incumbent will be part of a group of Microsoft Dynamics 365 and Power platform consultants who will ensure that the systems within the company’s business process management CRM capability are designed, developed, maintained and enhanced efficiently and effectively. The consultant will work closely with clients to understand business requirements and translate them into effective CRM solutions that drive customer satisfaction and operational efficiency.
The incumbent is further tasked with the maintenance of these systems blueprint that is usable and consistent with the company’s Enterprise Application Architecture and future technology direction.
Principle accountabilities:
Solution design and implementation:
- Analyse client business processes and requirements.
- Design and configure Dynamics 365 solutions that use the Customer Service, Field Service, Sales and Marketing modules in line with Microsoft Dynamics and general IT best practices. Produce detailed solution documentation and ensure integration with all the company’s systems.
- Ensure solutions are presented to and approved by the relevant company’s Dynamics 365 design forums.
- Customise entities, workflows, business rules and forms.
Client engagement and advisory:
- Conduct workshops and discovery sessions with stakeholders.
- Provide strategic guidance on CRM best practices and digital transformation.
- Act as a trusted advisor to clients throughout the lifecycle of the project.
- Cultivate and manage objective working relationships with a variety of stakeholders.
Project delivery:
- Participate in full project lifecycles: project planning, requirements gathering, design, development, testing, deployment and support.
- Collaborate with developers, testers and project managers to ensure successful delivery.
- Ensure solutions are scalable, secure and aligned with Microsoft standards.
- Monitor and track progress to ensure delivery of all planned commitments and keep the stakeholders informed
- Consult in the provision of cost estimates
- Identification of potential risks / issues and give input into the risk plan
Training and documentation:
- Review and provide insight in the creation user manuals, training materials and conduct end-user training sessions.
- Provide post-implementation support and troubleshooting.
Continuous improvement:
- Stay current with Microsoft Dynamics 365 updates and roadmap.
- Recommend enhancements and new features to improve client systems.
Housekeeping:
- Facilitate effective knowledge transfer to all team members.
- Department standards and processes are adhered to.
- Mentor and guidance of junior resources.
Qualifications and experience
- Diploma or Bachelor’s degree in Information Systems, Computer Science or related field.
- Microsoft certifications MB-230: Microsoft Dynamics 365 Customer Service Functional Consultant required.
- Microsoft certifications MB-280 Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate advantageous
- 4 to 6 years of experience in Dynamics 365 CRM consulting and implementation.
Core competencies and skills:
Technical skills:
- Strong knowledge of out of box Microsoft Dynamics 365 Customer Service, Field Service, Sales and Marketing modules.
- Experience with Power Platform including Power Apps, Power Automate, Power BI (preferred) and Atlassian JIRA suite (advantageous).
- Familiarity with Co-Pilot Dataverse, Azure Logic Apps and custom connectors.
- Understanding of integration tools (e.g., KingswaySoft, Azure Integration).
- Basic knowledge of JavaScript, C#, AI tools, Plugins Customer Insights and Customer Voice is advantageous.
Consulting and business skills:
- Strong business analysis and requirements gathering skills.
- Ability to translate business needs into technical solutions.
- Experience in stakeholder management and client communication.
- Knowledge of ITIL, Agile, or Waterfall methodologies.
Soft skills:
- Excellent problem-solving, analytical, innovative and forward thinking.
- Strong verbal and written communication skills.
- High level of adaptability and team collaboration.
- Ability to work independently or in a team and manage multiple priorities.
Desired Skills:
- Power Platform
- Microsoft Dynamics 365 Customer Service
- KingswaySoft
- Azure Integration
- JavaScript
- C#
- AI tools
- Plugins
