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Title: Dynamics 365 Customer Engagement / Power Platform Analyst
Duration: Contract-to-Hire
Location: North Houston
Salary Range: $85k - 105k
No C2C or 3rd Parties at this time
Summary
This role is responsible for leading, optimizing, and supporting the Dynamics 365 Customer Engagement (CE) ecosystem across Sales, Customer Service, and Marketing teams. Acting as a key partner between business stakeholders and technical teams, this position ensures that CRM processes, data management, and integrated workflows effectively support revenue operations, customer management, and cross functional business needs. The role combines configuration, analysis, automation, documentation, user support, and platform governance to drive CRM performance and adoptions.
Responsibilities
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Business Analysis & Stakeholder Partnership
- Gather and document requirements tied to CRM workflows and business processes.
- Convert business needs into functional specifications and user stories.
- Collaborate with Sales, Customer Service, Marketing, Operations, and IT.
- Support user acceptance testing, rollouts, and improvements to CRM processes.
- Contribute to initiatives that enhance CRM adoption and operational efficiency.
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Dynamics 365 CE Configuration & Support
- Configure and manage CE components including entities, fields, forms, views, rules, and basic business process flows.
- Enhance and support Sales Hub functions such as leads, opportunities, activities, and pipeline stages.
- Support Customer Service Hub features including cases, queues, SLAs, and knowledge management.
- Assist with marketing related CRM workflows and lifecycle tracking.
- Create dashboards, views, and reports for end users and leadership.
- Improve overall usability with structured configuration, documentation, and training.
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Power Platform & Automation
- Build and maintain Power Automate flows (notifications, approval processes, basic integrations).
- Support and expand model driven applications within Dynamics 365 CE.
- Assist with Power BI dashboards embedded within CRM.
- Apply Dataverse best practices related to data modeling, validation, relationships, and solution management.
- Support deployments across Dev, Test, and Production environments.
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Integrations, Data & System Support
- Help manage and troubleshoot CE integrations, including connections to D365 Finance & Operations.
- Assist with data imports, templates, mapping, and cleanup initiatives.
- Monitor system performance, workflows, permissions, and automation.
- Support data governance, accuracy, and audit readiness.
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Security, Documentation & User Support
- Assist with CRM roles, teams, and access troubleshooting.
- Follow established change control and security protocols.
- Maintain documentation, SOPs, and training materials.
- Provide day to day support to improve user confidence and platform adoption.
Skills
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Required
- Bachelor's degree in information systems, Business, Computer Science, or equivalent experience.
- 2-5 years of hands on experience with Dynamics 365 CE/CRM.
- Functional proficiency with Sales Hub and Customer Service Hub.
- Experience with Power Automate and general exposure to Power Apps.
- Working knowledge of Dataverse-including entities, relationships, and business rules.
- Experience supporting CRM reporting, data imports, and integrations.
- Understanding of core CRM processes including:
- Lead to opportunity management
- Customer lifecycle processes
- Case management and routing
- Strong analytical, troubleshooting, and documentation skills.
- Effective communicator comfortable working with business teams.
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Preferred Certifications
- PL 200: Power Platform Functional Consultant
- MB 910: Dynamics 365 Fundamentals (CRM)
- PL 400 or other Power Platform certifications
- Any Microsoft Dynamics 365 certification (preferred but not required)
All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, and Los Angeles County Fair Chance Ordinance.
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