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Dynamics 365 Customer Service Functional Consultant

3B staffing

Charlotte, NC(remote)

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JOB DETAILS
SKILLS
Acceptance Testing, Best Practices, Case Management, Communication Skills, Consulting, Customer Acquisition, Customer Relationship Management (CRM), Customer Service Management, Customer Support/Service, Data Migration, Documentation, ERP (Enterprise Resource Planning), Gap Analysis, Knowledge Management, Microsoft Dynamics, Microsoft Outlook, Microsoft SharePoint, Microsoft Windows CE Operating System, Process Flow, Reporting Dashboards, Requirements Management, System Migration, Systems Administration/Management, Technical/Engineering Design, Test Plan/Schedule, Training Program
LOCATION
Charlotte, NC
POSTED
Today
Job Title: Dynamics 365 Customer Service Functional Consultant Opportunity
Location: Remote or in Charlotte, NC
Duration: 1 Year Contract
Must be USC or GC as its a Federal Customer

Seeking an experienced Functional Consultant with over 8 years of expertise in Microsoft Dynamics 365 Customer Engagement (CE) and Power Platform. The role entails requirement gathering, functional solution design, system configuration, and migration support, focusing on Customer Service, Case Management, Knowledge Management, Power Apps, Power Automate, and Dataverse.

Key Responsibilities:
- Lead requirement gathering sessions with business stakeholders and document detailed processes.
- Conduct gap-fit analysis and translate requirements into functional specifications and user stories.
- Configure Dynamics 365 CE modules including Customer Service/Case Management, security roles, dashboards, and service management rules.
- Design and implement solutions using Power Platform components such as Power Apps, Power Automate, and Dataverse.
- Collaborate with technical teams on data migration activities.
- Define and execute test plans, UAT, and end-user training programs.
- Develop and maintain functional documentation, process flows, and training materials.
- Provide post-go-live support to ensure alignment with governance, compliance, and best practices.

Required Skills & Experience:
- 8+ years of experience as a Functional Consultant on Microsoft Dynamics 365 CE/CRM.
- Strong expertise in Customer Service, Case Management, and Knowledge Management.
- Deep understanding of Power Platform components like Power Apps, Power Automate, and Dataverse.
- Proven experience with CRM data migration projects.
- Knowledge of requirement gathering, gap-fit analysis, functional documentation, and UAT.
- Familiarity with enterprise integrations, including Outlook, Teams, SharePoint, and ERP systems.
- Excellent communication skills to engage business stakeholders and facilitate end-user adoption.

About the Company

3

3B staffing