Microsoft Dynamics 365 Transformation Consultant Location: New York, NY (Hybrid 3 Days)
Local Candidates only. Must have financial experience
Job Summary
Capco is seeking an experienced Microsoft Dynamics 365 Transformation Consultant to lead end-to-end digital transformation initiatives centered on a highly customized D365 CRM environment. This role requires a hands-on consultant who can bridge business and technical stakeholders, drive user adoption, and guide the organization through process and system change within a complex, customized Dynamics 365 implementation.
Responsibilities- Lead end-to-end digital transformation projects involving Microsoft Dynamics 365 CRM, from requirements gathering through deployment and adoption.
- Assess and document existing email-to-case and system-to-case management workflows within a highly customized D365 customer service model-driven application.
- Create process diagrams and document detailed business requirements in partnership with stakeholders.
- Manage user adoption efforts and proactively address adoption challenges across impacted teams.
- Partner closely with IM Operations stakeholders to understand user pain points, translate them into actionable documentation, and present findings and recommendations.
- Negotiate priorities and scope with the transformation team to align business needs with delivery timelines.
- Support user training sessions and solution demos as needed.
Required Qualifications- 8+ years of relevant professional experience.
- Strong hands-on experience with Microsoft Dynamics 365 CRM, specifically the customer service model-driven application, including working knowledge of email-to-case and system-to-case management.
- Demonstrated experience with highly customized D365 environments (not out-of-the-box implementations).
- Strong business analysis skills, including process diagramming and business requirements documentation.
- Proven track record leading end-to-end digital transformation projects, including managing user adoption challenges.
- Excellent communication and stakeholder management skills, with the ability to engage both business and technical audiences, document pain points, and present to leadership.
- Strong negotiation skills for working cross-functionally with transformation teams.
Preferred Qualifications- Experience conducting user training sessions and solution demonstrations.
- Salesforce CRM experience.
- Experience integrating Dynamics 365 with GenAI and Copilot capabilities.
- IM Operations domain experience.