Position Title: Microsoft Functional Lead Customer Engagement (CE)
Department: IT Delivery
Start Date: ASAP
Location: Remote
Requirements
Founded in 1997, CompQsoft Digital is a leading next-generation AI transformation partner focused on helping enterprises reinvent customer engagement and reshape business processes. With deep expertise in Microsoft AI technologies, we empower organizations to unlock the full potential of AI across their operations.
We deliver measurable outcomes by embedding AI into the core of customers people, process, technology driving balanced quality outcomes. Our solutions reduce time-to-value, enhance customer and employee satisfaction, and drive innovation through AI-first strategies.
We partner with Microsoft by delivering AI-driven business transformation solutions built on Microsoft technologies such as Azure, Dynamics 365, Microsoft 365, and the Power Platform. Our goal is to help customers modernize operations, enhance customer engagement, and drive innovation through Microsoft s cloud and AI offerings.
Position Summary
CompQsoft Digital is seeking an experienced Microsoft Dynamics 365 Functional Consultant specializing in Customer Insights Journeys (CIJ) to support a large-scale customer engagement and digital transformation initiative for a leading provider in the employee benefits, insurance, and healthcare services industry.The Functional Consultant will serve as a trusted advisor to business stakeholders and project leadership, helping define, design, and implement customer engagement, marketing automation, lead management, and customer communication strategies utilizing Microsoft Dynamics 365 Customer Insights Journeys and the broader Microsoft Customer Engagement ecosystem.
This role requires a blend of business consulting expertise, functional solution design capabilities, and hands-on configuration experience. The consultant will collaborate closely with executive stakeholders, marketing teams, customer service leaders, business analysts, solution architects, and technical teams to modernize customer engagement processes, improve customer and member experiences, increase operational efficiency, and support organizational growth objectives.
The ideal candidate possesses strong consulting and communication skills, deep expertise in customer journey orchestration, audience segmentation, campaign management, customer lifecycle management, and marketing automation, along with experience delivering enterprise-scale Dynamics 365 Customer Engagement implementations.
The successful candidate will be expected to understand business objectives, translate requirements into scalable solution designs, facilitate workshops, recommend Microsoft best practices, and ensure successful adoption of the platform while delivering measurable business outcomes.
Key Responsibilities
Business Discovery, Process Analysis & Consulting
- Lead discovery workshops with business stakeholders to understand current-state customer engagement, marketing operations, customer service processes, and communication strategies.
- Analyze existing customer lifecycle processes, lead management workflows, campaign execution models, customer communications, and engagement programs.
- Identify process improvement opportunities and recommend industry best practices aligned with Microsoft Dynamics 365 capabilities.
- Facilitate requirements gathering sessions and document functional, operational, and reporting requirements.
- Develop future-state business process designs supporting customer acquisition, engagement, retention, and service objectives.
- Serve as a trusted advisor to business stakeholders throughout the project lifecycle.
- Collaborate with project leadership to align business requirements with strategic transformation objectives.
Customer Engagement Strategy & Journey Design
- Design end-to-end customer engagement strategies leveraging Customer Insights Journeys capabilities.
- Create multi-stage customer journeys supporting lead generation, onboarding, customer education, customer retention, cross-sell, upsell, and renewal initiatives.
- Design personalized engagement experiences based on customer behavior, demographics, preferences, and lifecycle stages.
- Define customer touchpoints and engagement channels across email, SMS, events, webinars, and digital communications.
- Design customer communication frameworks that improve engagement, customer satisfaction, and business outcomes.
- Recommend journey optimization strategies using customer insights and engagement analytics.
- Customer Insights Journeys Configuration & Implementation
- Configure Customer Insights Journeys environments, journeys, segments, triggers, forms, landing pages, subscription centers, and communication templates.
- Configure event-based automations and behavioral triggers.
- Implement lead scoring models, lead qualification frameworks, and customer engagement automation processes.
- Configure dynamic content, personalization strategies, and audience targeting rules.
- Support integration with Dynamics 365 Sales, Customer Service, Power Platform, Microsoft 365, and third-party marketing technologies.
- Participate in system testing, configuration validation, and deployment activities.
Segmentation, Personalization & Analytics
- Design customer segmentation frameworks based on business objectives and customer attributes.
- Develop audience targeting strategies to improve campaign effectiveness.
- Support customer data management and segmentation governance.
- Define customer engagement KPIs and reporting requirements.
- Analyze campaign effectiveness and recommend continuous improvement opportunities.
- Support development of dashboards and reporting frameworks utilizing Dynamics 365 and Power BI.
Stakeholder Engagement & Solution Governance
- Conduct solution design reviews with business and technical stakeholders.
- Present recommendations, solution designs, and implementation approaches to project leadership.
- Facilitate business process workshops and solution demonstrations.
- Participate in governance meetings and project status reviews.
- Support issue resolution and decision-making activities throughout the implementation lifecycle.
- Collaborate with Solution Architects and technical teams to ensure successful solution delivery.
Testing, Training & Adoption
- Support development of test strategies, test scripts, and business validation processes.
- Participate in System Integration Testing (SIT), User Acceptance Testing (UAT), and deployment readiness activities.
- Develop training materials, user guides, and knowledge transfer documentation.
- Conduct training sessions for business users, administrators, and support teams.
- Support change management and user adoption initiatives.
Required Qualifications
- 4+ years of hands-on experience implementing Microsoft Dynamics 365 Marketing and Customer Insights Journeys solutions.
- Experience delivering enterprise marketing automation and customer engagement projects.
- Strong understanding of customer lifecycle management, customer experience strategies, and marketing automation best practices.
- Experience gathering business requirements and facilitating stakeholder workshops.
- Strong knowledge of Dynamics 365 Customer Engagement applications.
- Experience working with Dataverse, Power Platform, and Microsoft 365 technologies.
- Experience supporting Agile and hybrid project delivery methodologies.
- Excellent verbal, written, presentation, and stakeholder management skills.
Preferred Qualifications
- Experience implementing Customer Insights Journeys in enterprise environments.
- Experience supporting customer engagement transformation initiatives.
- Experience integrating Dynamics 365 with third-party marketing and communication platforms.
- Experience with Power BI reporting and customer analytics.
- Experience working within highly regulated industries.
Preferred Certifications
- Microsoft Certified: Dynamics 365 Customer Insights (MB-220)
- Microsoft Certified: Power Platform Functional Consultant (PL-200)
- Microsoft Certified: Dynamics 365 Fundamentals (MB-910)
- Microsoft Certified: Customer Data Platform Specialty (Preferred)
Industry Experience
Strong preference will be given to candidates with experience supporting organizations within:
- Insurance
- Employee Benefits Administration
- Voluntary Benefits
- Healthcare Services
- Health and Wellness Organizations
- Customer Service and Contact Center Operations
Key Deliverables
- Business Requirements Documentation
- Functional Design Documents
- Customer Journey Architecture
- Customer Segmentation Strategy
- Campaign Automation Framework
- Lead Scoring and Qualification Models
- Solution Configuration Documentation
- User Acceptance Testing Documentation
- Training and Knowledge Transfer Materials
- Deployment Readiness Assessment
- Post-Go-Live Optimization Recommendations
WHY CUSTOMERS CHOOSE DIGITAL COMPQSOFT:
- 28 years of experience in delivering complex IT Services & Solutions
- Microsoft Partnership heritage
- Thought Leadership - Excellent customer references.
- Execution Focus - High quality while being very cost effective with
blended mode.
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