CE Functional Lead @ Hitachi Solutions

CE/CRM Functional Lead

Role Overview

The CE/CRM Functional Lead is responsible for leading the functional design and implementation of Microsoft Dynamics 365 Customer Engagement (CE) solutions. This role bridges business needs with technical capabilities, ensuring scalable, user-centric CRM solutions that drive customer engagement and operational efficiency.

Key Responsibilities

Client Engagement & Discovery

• Lead workshops and discovery sessions to understand client business processes and requirements.
• Serve as the primary liaison between clients and delivery teams.

Solution Design & Implementation

• Translate business requirements into functional specifications.
• Design and configure Dynamics 365 CE solutions, including Customer Insights and Journeys.
• Conduct fit-gap analysis and prototype business processes.
• Ensure seamless integration with systems like IVR, payment gateways, and self-service portals.

Project Leadership

• Guide functional workstreams across the project lifecycle from envisioning to deployment.
• Collaborate with technical leads, developers, and project managers to ensure successful delivery.
• Promote user adoption through training, change management, and support.

Optimization & Support

• Provide ongoing functional support and system optimization.
• Identify and implement enhancements to improve user experience and system performance.

Required Skills & Experience

• 8+ years in business analysis, CRM solution design, and implementation.
• Experience with at least 2 full-cycle Dynamics 365 CE implementations.
• Strong understanding of Dynamics 365 CE modules, customization, and configuration.
• Familiarity with integrating CRM with Contact Center applications, mobile apps, and ERP systems.
• Excellent communication, analytical, and problem-solving skills.
• Ability to lead cross-functional teams and manage client expectations.

Preferred Certifications

• Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
• Dynamics 365 Fundamentals (MB-910)
• Power Platform Solution Architect Expert (PL-600)
• Power Platform App Maker Associate (PL-100)
• Power Platform Functional Consultant Associate (PL-200)

Soft Skills

• Consultative and collaborative mindset
• Resilient and adaptable
• Strong client-centric attitude
• Passion for learning and innovation