HSO India | D365 CE Lead Functional (Sales, Customer Service and Field Service)

Job Description

Position: Senior Functional Consultant – D365 CE

Company: HSO India Pvt. Ltd.

Level: 4.4 – Senior Functional Consultant

Experience: 7–10 Years

Work Mode: Remote / Work From Home – India

Employment Type: Full-Time

Compensation: Best in the Market

About The Role

HSO India is looking for an experienced D365 CE Senior Functional Consultant with strong expertise in Dynamics 365 Customer Insights – Journeys (CIJ, formerly Dynamics 365 Marketing) and hands-on functional experience in at least two additional Dynamics 365 Customer Engagement modules, such as Sales, Customer Service, or Field Service.

The ideal candidate will be responsible for understanding business requirements, designing functional solutions, configuring D365 CE applications, and working closely with customers, technical teams, and project stakeholders to deliver successful implementations and support engagements.

Key Responsibilities

• Lead functional consulting activities across Microsoft Dynamics 365 Customer Engagement (D365 CE) projects.
• Design and implement solutions using Dynamics 365 Customer Insights – Journeys (CIJ).
• Work extensively on customer journey design, campaign management, segmentation, personalization, event management, lead nurturing, and marketing automation.
• Gather and analyze business requirements and translate them into scalable D365 CE solutions.
• Conduct requirement workshops, discovery sessions, demonstrations, fit-gap analysis, and solution walkthroughs.
• Configure and customize D365 CE applications based on business requirements.
• Provide functional expertise in Customer Insights – Journeys and at least two additional CE modules, such as:
• Dynamics 365 Sales
• Dynamics 365 Customer Service
• Dynamics 365 Field Service
• Prepare functional specifications and collaborate with technical teams on customizations, integrations, and extensions.
• Support data migration, integrations, testing, UAT, deployment, go-live, and post-go-live activities.
• Develop test scenarios, test cases, and support users during UAT.
• Troubleshoot functional issues and provide effective solutions within agreed SLAs.
• Work with development teams on Dataverse, Power Platform, Power Automate, workflows, business rules, and integrations.
• Conduct user training and prepare functional documentation, user guides, and knowledge-transfer materials.
• Participate in production support and managed services engagements when required.
• Collaborate with offshore/onshore teams and manage communication with global customers and stakeholders.
• Provide functional guidance and mentoring to junior consultants.
• Contribute to solution design, best practices, and continuous improvement initiatives.
  

Required Skills & Experience

• 7–10 years of experience in Microsoft Dynamics 365 CE / CRM functional consulting.
• Strong hands-on experience with Dynamics 365 Customer Insights – Journeys (CIJ), formerly Dynamics 365 Marketing.
• Strong functional experience in at least two additional D365 CE modules, preferably:
• Sales
• Customer Service
• Field Service
• Experience in end-to-end D365 CE implementations and/or managed services/support projects.
• Strong understanding of CRM business processes and customer engagement scenarios.
• Hands-on experience with Customer Insights – Journeys, including:
• Customer journeys
• Segmentation
• Marketing forms and pages
• Lead management and nurturing
• Campaign management
• Email and communication management
• Event management
• Personalization
• Triggers and journey orchestration
• Marketing analytics and insights
• Strong understanding of D365 Sales, Customer Service and/or Field Service processes depending on the additional modules.
• Experience in requirement gathering, business process mapping, fit-gap analysis, solution design, configuration, testing, and deployment.
• Experience working with Microsoft Dataverse and Power Platform.
• Good understanding of Power Automate, Power Apps, workflows, business rules, and integrations.
• Ability to prepare functional and solution design documentation.
• Experience working with technical developers and integration teams.
• Strong analytical, problem-solving, and troubleshooting skills.
• Excellent communication and stakeholder-management skills.
  

Preferred Qualifications

• Microsoft Dynamics 365 / Power Platform certifications such as MB-210, MB-230, MB-240, MB-280, PL-200 or relevant certifications.
• Experience with Customer Insights – Data is an added advantage.
• Experience with Azure services and third-party integrations is preferred.
• Experience working with Azure DevOps for backlog management, requirements, testing, and project tracking.
• Experience in global implementations involving multiple regions, business units, or countries.
• Experience in Managed Services / Application Support environments.
• Experience working in Agile/Scrum delivery methodologies.
  
  

Key Competencies

• D365 CE Functional Consulting
• Customer Insights – Journeys / Marketing Automation
• D365 Sales / Customer Service / Field Service
• CRM Business Process Understanding
• Requirement Gathering & Analysis
• Solution Design & Functional Configuration
• Dataverse & Power Platform
• Testing & UAT
• Data Migration & Integrations
• Stakeholder Management
• Customer Communication
• Problem Solving & Troubleshooting
• Team Collaboration & Mentoring
  
  

Education

Bachelor's degree in Computer Science, Information Technology, Business Administration, Finance, Marketing, or a related discipline.

Why Join HSO India

• Work on global Microsoft Dynamics 365 CE implementations and managed services projects.
• Gain exposure to complex Customer Insights – Journeys and CRM transformation initiatives.
• Work with international customers and cross-functional teams.
• Remote / Work From Home opportunity.
• Competitive compensation best in the market.
• Opportunities for continuous learning, Microsoft certifications, and career growth.
  
  

Position Summary

Position: D365 CE Senior Functional Consultant – Customer Insights & CRM

Level: 4.4 – Senior Functional Consultant

Experience: 7–10 Years

Primary Module: Customer Insights – Journeys (CIJ, formerly Marketing)

Additional Modules: Minimum 2 – Sales, Customer Service, and/or Field Service

Work Mode: Remote / Work From Home – India

Employment Type: Full-Time

Salary: Best in the Market