MS Dynamics 365 Customer Engagement (CE) Functional

CGI is seeking a Microsoft Dynamics 365 Customer Engagement (CE) Functional Consultant to join our Enterprise Applications 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.

#LI-MA8

. 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

. Bachelors 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

• MS Dynamics CRM
• Analytical Thinking
• Communication
• Detail-oriented
• Incident Management

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll 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. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll 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.

Youll shape your career by joining a company built to grow and last. Youll 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 teamone of the largest IT and business consulting services firms in the world.