Reddy Ice is seeking a Microsoft Dynamics 365 Customer Engagement (CE)/CRM functional expert to work directly with Sandeep, our Dynamics 365 developer, and business stakeholders to improve CRM functionality, resolve operational issues, and support ongoing enhancements.
This individual will connect business needs with system capabilities, translating requirements into clear functional designs and practical solutions. The role requires someone who can lead business discussions, configure Dynamics 365, and guide enhancements through testing, deployment, and user adoption.
Work directly with Sandeep to evaluate CRM requests, define functional requirements, and deliver enhancements that address business priorities.
Meet with business users to understand current processes, identify gaps, and recommend improvements to CRM workflows and the user experience.
Translate business requirements into functional specifications, process maps, user stories, and acceptance criteria.
Assess whether requirements can be met through standard Dynamics 365 functionality, configuration, or custom development.
Configure forms, views, tables, fields, business rules, business process flows, dashboards, and security roles.
Define requirements for workflow automation and collaborate on Power Automate solutions.
Investigate user-reported issues and distinguish between process, configuration, data, integration, and development problems.
Partner with Sandeep on technical changes, providing business context, clarifying expected behavior, and validating completed solutions.
Develop test scenarios, coordinate user acceptance testing, track defects, and obtain business approval for changes.
Support CRM data quality through validation rules, duplicate management, data mapping, and consistent business definitions.
Document system configurations, business processes, and support procedures.
Train users and provide practical guidance to improve adoption and consistent use of CRM.
Help prioritize the CRM enhancement backlog based on business impact, urgency, and dependencies.
Coordinate with internal teams and external partners on integration requirements and release readiness.
Five or more years of hands-on experience with Microsoft Dynamics CRM/Dynamics 365 CE in a functional consulting, business systems analysis, or application ownership role.
Strong knowledge of Dynamics 365 CRM functionality and experience supporting sales, customer service, or related customer management processes.
Demonstrated ability to lead requirements workshops and translate business needs into actionable functional designs.
Hands-on experience configuring Dynamics 365 and working with Microsoft Dataverse.
Experience with business process flows, business rules, security roles, and Power Automate.
Experience partnering closely with developers to deliver and support CRM enhancements.
Strong understanding of user acceptance testing, defect resolution, and change management.
Ability to troubleshoot functional issues and explain system behavior clearly to business users.
Strong documentation, communication, and stakeholder management skills.
Ability to manage competing priorities and take ownership of issues through resolution.
The ideal candidate combines deep Dynamics 365 functional knowledge with a practical understanding of business operations. This person can sit with users, uncover the underlying need, recommend a workable solution, and partner directly with Sandeep to deliver it. Success requires hands-on involvement, clear communication, and ownership from initial requirements through adoption.
