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Microsoft Dynamics 365 Customer Engagement (CE) Consultant (m/w/d)
Position: Informatiker
The Microsoft Dynamics 365 CE Consultant is responsible for analyzing business requirements, designing solutions, configuring Microsoft Dynamics 365 Customer Engagement applications, and supporting the successful implementation and adoption of CRM solutions across the organization. The consultant acts as the bridge between business stakeholders and technical teams to ensure customer-centric processes are effectively supported by the Dynamics 365 platform.
Damit können wir Sie begeistern
- Mittelstand meets Großkonzern – Wir leben das Beste aus zwei Welten, den Mittelstand mit der Lösungsorientierung und der Hands-On-Mentalität und streben zugleich nach den professionellen Standards eines Konzerns
- Gehalt – Unser Anspruch ist es, unseren Kolleginnen und Kollegen ein attraktives und faires Gehalt zu zahlen
- Work-Life-Balance – Wir unterstützen unsere Kolleginnen und Kollegen durch verschiedene Arbeitszeitmodelle sowie das Angebot des mobilen Arbeitens, mit allem dazu notwendigen Equipment, um ihr Privat- und Berufsleben unter einen Hut zu bekommen
- Perspektive – Die Welt ist im stetigen Wandel. Damit wir immer dabei sind, fördern wir die persönliche Weiterentwicklung unserer Kolleginnen und Kollegen und zeigen Perspektiven in der Gruppe auf
- Gesundheit und Fitness – Die Gesundheit und das Wohlbefinden unserer Kolleginnen und Kollegen sind uns wichtig, daher haben wir ein vielfältiges Gesundheitsangebot entwickelt und bieten die Nutzung von Bike-Leasing an
- Offene Kommunikation – Wir pflegen eine respektvolle, wertschätzende und offene Kommunikation über Hierarchieebenen hinweg
- Rabatte - Damit unsere Kolleginnen und Kollegen bares Geld sparen können, können Sie auf der Corporate Benefits Plattform alle Angebote nutzen
Key Responsibilities
Business Analysis & Consulting
- Conduct workshops to gather and document business requirements.
- Analyze current business processes and identify improvement opportunities.
- Translate business needs into functional Dynamics 365 CE solutions.
- Create functional specifications, user stories, and process documentation.
- Advise stakeholders on Microsoft best practices and standard functionality.
Solution Design & Configuration
- Configure Dynamics 365 CE applications including:
- Sales
- Customer Service
- Field Service
- Customer Insights / Marketing
- Design business processes, workflows, and business rules.
- Configure security roles and access permissions.
- Support data migration and master data management activities.
- Ensure solutions align with governance, compliance, and architectural standards.
Project Delivery
- Participate in full lifecycle implementations from requirements gathering to go-live.
- Perform Fit-Gap analyses and recommend solution approaches.
- Support testing activities including SIT and UAT.
- Coordinate deployment and cutover activities.
- Assist users during hypercare and post-go-live support phases.
Stakeholder Management
- Collaborate with business process owners, key users, and leadership teams.
- Work closely with Solution Architects, Developers, and external implementation partners.
- Facilitate decision-making discussions and solution reviews.
- Provide guidance on process optimization and CRM strategy.
Application Support & Continuous Improvement
- Investigate and resolve functional issues.
- Support release and change management processes.
- Identify opportunities for automation and efficiency improvements.
- Monitor system adoption and user satisfaction.
- Drive continuous enhancement of the Dynamics 365 CE platform.
Required Skills & Experience
- Functional Expertise
Strong experience in one or more of the following:
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Dynamics 365 Field Service
- Dynamics 365 Customer Insights
- Omnichannel for Customer Service
- Case Management
- Lead-to-Cash Processes
- Service Management Processes
-
Technical Understanding
- Microsoft Dataverse
- Power Platform
- Power Apps
- Power Automate
- Security Model & Role Management
- Business Process Flows
-
Project Experience
- 3+ years of Dynamics 365 CE consulting experience
- Experience in international implementation projects
- End-to-end project lifecycle experience
- Agile project delivery (Scrum, Azure DevOps)
- Experience working with external implementation partners
-
Preferred Qualifications
- Microsoft Dynamics 365 certifications
- Power Platform certifications
- Experience in multinational environments
- Experience with CRM transformation programs
-
Core Competencies
Business Competencies
- Business process analysis
- Solution design
- Customer-centric mindset
- Process optimization
- Strategic thinking
-
Personal Competencies
- Strong communication skills
- Stakeholder management
- Workshop facilitation
- Analytical thinking
- Problem-solving abilities
- Team collaboration
- Self-management and accountability