MS Dynamics 365 Customer Engagement (CE) Functional

MS Dynamics 365 Customer Engagement (CE) Functional

Position Description
CGI is seeking a Microsoft Dynamics 365 Customer Engagement (CE) Functional Consultant to join our Enterprise Applications team. In this role, you will work closely with business stakeholders, solution architects, developers, and delivery teams to support the implementation, enhancement, and continuous improvement of Microsoft Dynamics 365 Customer Engagement solutions.

You will analyze business requirements, provide functional expertise, support solution validation, and ensure successful business adoption through testing, Hypercare, and post production support. The ideal candidate has strong business process knowledge, excellent stakeholder management skills, and experience supporting Dynamics 365 Customer Engagement applications throughout the solution lifecycle.

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Your future duties and responsibilities
. Collaborate with business stakeholders to gather, analyze, and document business and functional requirements.
. Analyze business processes and recommend Microsoft Dynamics 365 Customer Engagement solutions aligned with business objectives and industry best practices.
. Support functional solution design by preparing functional specifications, business process documentation, process flows, and user stories.
. Perform impact analysis for enhancements, incidents, and change requests and recommend functional solutions.
. Collaborate with solution architects and development teams to ensure business requirements are translated into effective Dynamics 365 solutions.
. Support solution validation activities, including System Integration Testing (SIT), User Acceptance Testing (UAT), regression testing, and release validation.
. Coordinate defect analysis and validate solutions delivered by the development team.
. Provide Hypercare, production support, incident management, and problem resolution to ensure business continuity.
. Deliver end user training, knowledge transfer sessions, and user documentation.
. Build strong relationships with business users by providing functional guidance and responsive support.
. Identify opportunities for process optimization and continuous improvement.
. Participate in Agile ceremonies and contribute to successful project delivery.

Required qualifications to be successful in this role
Required Qualifications

. Bachelor's degree in Information Technology, Computer Science, Business, Engineering, or a related discipline.
. 5+ years of experience supporting or implementing Microsoft Dynamics 365 Customer Engagement (CRM/CE) solutions.
. Experience as a Functional Consultant, Business Analyst, Business Support Analyst, or Application Support Consultant supporting Microsoft Dynamics 365 CRM/CE.
. Experience supporting Dynamics 365 Customer Engagement modules such as: Sales Customer Service Field Service
. Strong understanding of CRM business processes and functional analysis.
. Experience gathering business requirements and preparing functional documentation.
. Experience supporting incident, problem, and change management processes.
. Experience supporting SIT, UAT, Hypercare, production support, and release management activities.
. Strong analytical, troubleshooting, and problem solving skills.
. Excellent communication, stakeholder management, and customer service skills.
. Experience working in Agile and/or Scrum delivery environments.

Preferred Qualifications

. Experience supporting enterprise application integrations.
. Microsoft Dynamics 365 Fundamentals (CRM) certification.
. Microsoft Dynamics 365 Functional Consultant certifications (MB 210, MB 230) are an advantage.
. ITIL Foundation certification.
. Experience working in consulting or global delivery organizations.

Technical Skills

. Microsoft Dynamics 365 Customer Engagement (CRM/CE)
. Dynamics 365 Sales
. Dynamics 365 Customer Service
. Dynamics 365 Field Service

Together, as owners, let’s turn meaningful insights into action.

Life at CGI is rooted in ownership, teamwork, respect and belonging. Here, you’ll reach your full potential because…

You are invited to be an owner from day 1 as we work together to bring our Dream to life. That’s why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our company’s strategy and direction.

Your work creates value. You’ll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas, embrace new opportunities, and benefit from expansive industry and technology expertise.

You’ll shape your career by joining a company built to grow and last. You’ll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

That same commitment to fairness extends to how we use technology. To support our recruitment team, AI tools may be used to help assess applications though they never replace human judgement. All hiring decisions remain entirely in the hands of our recruitment professionals.

Come join our team—one of the largest IT and business consulting services firms in the world.