NO AGENCIES, NO THIRD-PARTIES, NO VISA CANDIDATES
MUST WORK DIRECTLY WITH NO SPONSORSHIP REQUIREMENTS
Seeking a hands-on Senior Microsoft Dynamics 365 Customer Service / Customer Engagement Implementation Consultant to lead the configuration and implementation of Dynamics 365 CE within its internal IT organization.
This individual will support the implementation of Dynamics 365 Customer Service across specialty pharmacy and healthcare operations, including patient services, care coordination, prior authorization, fulfillment programs, and other compliance-driven workflows.
This is not a replacement position. The consultant will complement Client''s existing Dynamics resources by bringing direct, current, and specialized experience implementing the Dynamics 365 Customer Service application.
The ideal candidate has completed multiple Dynamics 365 Customer Service implementations and can provide the implementation maturity, functional expertise, and practical guidance needed to accelerate the project. This person will work alongside internal CRM, development, infrastructure, data, finance, and operations teams while also mentoring existing resources and transferring knowledge throughout the engagement.
The initial engagement is expected to last six months, with the intent to convert the consultant to a full-time employee based on performance, business need, and the continued direction of Client’s Microsoft Dynamics initiatives.
Key Responsibilities
- Lead the end-to-end configuration and implementation of Microsoft Dynamics 365 Customer Service.
- Configure case management, queues, routing, service-level agreements, entitlements, knowledge management, forms, views, workflows, and related Customer Service functionality.
- Translate business requirements involving patient intake, prior authorization, care coordination, fulfillment programs, and customer support into scalable Dynamics 365 configurations.
- Design and implement automated workflows using Power Automate to streamline service processes and reduce manual handoffs.
- Partner with business stakeholders to gather requirements, document current and future-state processes, and translate those requirements into functional and technical configuration specifications.
- Challenge existing assumptions and recommend Dynamics 365 best practices based on prior implementation experience.
- Identify implementation risks, design limitations, and common project pitfalls before they affect delivery.
- Collaborate with CRM, finance, operations, development, infrastructure, and data teams throughout the implementation.
- Ensure alignment between Dynamics 365 Customer Service and other Microsoft business applications, including Dynamics 365 Sales Enterprise and Business Central.
- Support integration points such as account and contact synchronization, contract-to-service associations, order management, invoicing, and billing-related case triggers.
- Support Dataverse data modeling, security roles, data migration, integrations, testing, user acceptance testing, and deployment activities.
- Ensure Dynamics configurations align with HIPAA, healthcare data privacy, and other applicable compliance requirements.
- Provide post-go-live troubleshooting, user support, system optimization, and continuous improvement recommendations.
- Mentor internal Dynamics resources and transfer knowledge related to Customer Service configuration and implementation best practices.
- Work closely with the development team to determine which requirements should be handled through configuration, automation, integration, or custom development.
Required Qualifications
- At least five years of professional experience supporting healthcare, pharmaceutical, pharmacy, consumer services, retail, or another service-intensive industry.
- At least three years of hands-on experience configuring and implementing Microsoft Dynamics 365 Customer Service or Customer Engagement.
- Demonstrated experience completing Dynamics 365 Customer Service implementations, including case management, queues, routing, SLAs, entitlements, and knowledge management.
- Strong working knowledge of Microsoft Power Platform, particularly Power Automate.
- Strong understanding of Microsoft Dataverse, including the data model, tables, relationships, permissions, and security roles.
- Experience translating business requirements into functional and technical configuration specifications.
- Experience gathering requirements and advising business stakeholders on solution design and platform best practices.
- Familiarity with Dynamics 365 Sales Enterprise, including account and contact management and lead-to-opportunity processes.
- Familiarity with Dynamics 365 Business Central, including order management, invoicing, or integration touchpoints with Dynamics CE.
- Strong understanding of software development lifecycle practices, sprint-based delivery, testing, UAT, change management, and release processes.
- Ability to work independently while collaborating effectively with technical and business teams.
- Strong written and verbal communication skills.
- Ability to work onsite three days per week in Berwyn, Pennsylvania.
- Candidates must reside in the greater Philadelphia area or be willing to relocate.
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