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Job Title: Job Description: Microsoft Dynamics 365 Technical Lead
Position Overview
Responsible for analyzing business processes, gathering requirements, and delivering solutions within the Dynamics 365 ecosystem. Will partner closely with business stakeholders, technical teams, and vendors 1 specifications and ensure successful deployment and adoption of Dynamics 365 Customer Service and Marketing applications.
Key Responsibilities:
Business Analysis & Requirements Gathering
Engage with business stakeholders to understand challenges, processes, and goals across Customer Service and Marketing functions.
* Conduct workshops, interviews, and requirement elicitation sessions.
* Document business requirements, functional specifications, user stories, and acceptance criteria.
* Analyze current processes and recommend improvements aligned with Dynamics 365 capabilities.
Solution Design & Configuration
* Collaborate with solution architects and technical teams to design scalable Dynamics 365 solutions.
* Configure Dynamics 365 Customer Service (Cases, Queues, SLAs, Entitlements, Knowledge Base, Omnichannel, etc.).
* Configure Dynamics 365 Marketing (Journeys, Segments, Real-Time Marketing, Lead Management, Event Management).
Support creation of prototypes, demos, and proof-of-concepts.
Project Execution & Delivery
* Serve as liaison between business and technical teams to ensure clarity of requirements.
* Support data migration activities including mapping, data quality validation, and testing.
Participate in system testing, AT planning, execution, and defect resolution.
* Assist in deployment activities, training, and user adoption strateaies.
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