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Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio

Your role and responsibilities
The Functional Consultant, Microsoft Dynamics 365 Customer Engagement  plays a critical role in driving the successful deployment of Dynamics 365 CE solutions. This role involves a mix of consultative, technical, and client-facing responsibilities, requiring a consultant who can translate complex business needs into effective system solutions.
Required education
Bachelor's Degree
Preferred education
Master's Degree
Required technical and professional expertise
Functional Expertise
  • Solid understanding of Microsoft Dynamics 365 Customer Engagement (CE) modules (most important Customer Service and Sustainability Manager)
  • Strong business process knowledge with the ability to translate customer needs into tailored solutions.
  • Experienced in gathering and analyzing requirements, conducting gap analysis, and preparing clear and concise functional design documents
  • Familiarity with Power Platform components such as Power Apps, Power Automate, and Dataverse, in relation to customer engagement solutions.
Configuration Skills (No-Code / Low-Code)
  • Hands-on experience configuring Dynamics 365 CE environments:
    • Creating and managing entities (tables), fields, relationships, views, forms, and dashboards.
    • Implementing business rules, workflows, and business process flows.
    • Managing security roles, user permissions, and team access levels.
  • Proficient in setting up model-driven apps and working with canvas apps for custom user experiences.
  • Experienced in setting up environments, managing solutions, and handling basic administrative tasks.
Customization Skills (Code-Based / Advanced Configurations)
  • Ability to work alongside technical teams to support and understand:
  • Competent in reviewing technical designs and ensuring alignment with functional requirements.
Power Platform & Data Management
  • Comfortable using Power Automate to automate business logic and workflows.
  • Good understanding of Dataverse structure, data models, and relational design.
  • Experienced in data import/export and migrations using Data Import Wizard
  • Aware of best practices in data quality, security, and governance.
Project Delivery & Implementation
  • Involved in end-to-end Dynamics 365 implementations from requirements gathering to post-go-live support.
  • Skilled in writing user stories, conducting UAT, and delivering end-user training.
  • Experienced working in both Agile methodology.
  • Familiar with using Azure DevOps or Jira for managing backlogs, tasks, and deployments.
  • Knowledgeable in deploying solutions and managing releases across development, testing, and production environments.
Stakeholder Management & Communication
  • Comfortable facilitating workshops, demos, and presentations for clients and stakeholders.
  • Strong verbal and written communication skills, with the ability to translate complex concepts into clear business language.
  • Capable of managing expectations, handling escalations, and maintaining client relationships at all levels.
Soft Skills
  • Analytical mindset with strong problem-solving abilities.
  • Highly organized, detail-oriented, and proactive in identifying improvements.
  • Able to work both independently and collaboratively in cross-functional teams.
Preferred technical and professional experience
The Functional Consultant, Microsoft Dynamics 365 Customer Engagement (B7A) will be responsible for:
  1. Leading the implementation and customization of Dynamics 365 CE solutions according to client requirements.
  2. Collaborating with project teams, sales, and pre-sales to ensure successful delivery of projects.
  3. Analyzing client's business processes and recommending improvements through the use of Dynamics 365 CE.
  4. Conducting training sessions for end-users on the functionalities and best practices of Dynamics 365 CE.
  5. Providing ongoing support post-implementation, including troubleshooting and system updates.
  6. Staying abreast of the latest industry trends and advancements in Dynamics 365 CE.

ABOUT BUSINESS UNIT

IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.

YOUR LIFE @ IBM

In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.

Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.

 

Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.

 

Are you ready to be an IBMer?

ABOUT IBM

IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.

 

Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business. 

 

At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.

IBM is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.

OTHER RELEVANT JOB DETAILS

IBM wants you to bring your whole self to work and for you this might mean the ability to work flexibly. If you are interested in a flexible working pattern, please talk to our recruitment team to find out if this is possible in the current working environment.