Principal Dynamics 365 CRM Consultant-Remote

Job Description Dynamics 365 CRM Transformation Consultant

Title: Dynamics 365 CRM Transformation Consultant
Location: Remote
Duration: Contract

Job Summary

We are seeking an experienced Microsoft Dynamics 365 CRM Transformation Consultant to lead enterprise CRM transformation initiatives. The ideal candidate will have strong expertise in Microsoft Dynamics 365 Customer Service (Model-Driven Apps), business analysis, process improvement, and digital transformation. This role requires close collaboration with business stakeholders, product owners, operations teams, and technical teams to gather requirements, optimize business processes, improve user adoption, and successfully deliver CRM transformation projects.

Candidates with Investment Management (IM) Operations, Salesforce CRM, and Dynamics 365 Copilot/GenAI experience are highly preferred.

Key Responsibilities

• Lead end-to-end Microsoft Dynamics 365 CRM transformation initiatives.
• Analyze existing CRM processes and recommend improvements.
• Gather, analyze, and document business and functional requirements.
• Create business process flows, process maps, and functional documentation.
• Work extensively with Dynamics 365 Customer Service Model-Driven Apps.
• Configure and optimize Email-to-Case and Case Management processes.
• Partner with business users to understand operational pain points.
• Drive user adoption, change management, and digital transformation activities.
• Conduct stakeholder workshops and facilitate requirement sessions.
• Coordinate with development, QA, and business teams throughout project delivery.
• Present solutions, negotiate priorities, and provide implementation guidance.
• Support UAT, user training sessions, demos, and production rollout.
• Collaborate on CRM modernization initiatives involving Microsoft Copilot and GenAI where applicable.

Required Skills

• Microsoft Dynamics 365 CRM
• Dynamics 365 Customer Service
• Model-Driven Apps
• Email-to-Case
• Case Management
• Business Analysis
• Requirements Gathering
• Functional Documentation
• Process Mapping
• Business Process Modeling
• Digital Transformation
• User Adoption
• Change Management
• Stakeholder Management
• Workshop Facilitation
• Excellent Communication Skills

Preferred Skills

• Microsoft Copilot
• Dynamics 365 Copilot
• Generative AI (GenAI)
• Power Platform
• Power Automate
• Power Apps
• Salesforce CRM
• Investment Management Operations
• Financial Services Domain
• User Training
• CRM Demonstrations