MS Dynamics 365 Customer Insights

Job summary

Lead stakeholder engagement, requirements gathering, solution design, and business process transformation for Dynamics 365 Customer Insights and related customer engagement solutions. Coordinate delivery activities across teams, including backlog and sprint management, UAT, release support, training, adoption, and post-launch assistance.

Job details

Role Name: MS Dynamics 365 Customer Insights (Marketing) Functional Consultant Location: Toronto, ON (onsite) - Client-Facing Role Job Description: Key Requirements · 8 to 12+ years of experience in Microsoft Dynamics 365 Customer Engagement, with strong expertise in Dynamics 365 Customer Insights (Journeys/Marketing). · Experience in Banking, Financial Services, Insurance, or other customer-centric industries. · Deep understanding of Customer Insights, Sales, Customer Service, Dataverse, Power Platform, and Customer Engagement processes. · Lead requirements gathering, stakeholder workshops, solution design, and business process transformation initiatives. · Design and implement customer engagement solutions including customer journeys, segmentation, lead management, campaign automation, personalization, and analytics. · Translate business requirements into functional designs, user stories, and delivery backlogs. · Strong knowledge of integrations using REST APIs, OData, MuleSoft, Azure Integration Services, and Power Platform connectors. · Experience with customer data management, data migration, data quality, and customer profile unification. · Collaborate with Product Owners, Architects, Development, and QA teams throughout the delivery lifecycle. · Lead backlog grooming, sprint planning, UAT, solution demonstrations, and business sign-offs. · Conduct impact assessments and provide recommendations for change requests and process optimization. · Support release management, user training, adoption, and post-go-live support. · Stay current with Microsoft Dynamics 365 and Power Platform roadmap and best practices. Leadership · Manage stakeholder relationships and drive executive-level discussions. · Mentor functional consultants and business analysts. · Ensure alignment between business objectives, customer engagement strategies, and technology solutions. Preferred Certifications · Microsoft Certified: Dynamics 365 Customer Experience Analyst Associate · Microsoft Certified: Power Platform Functional Consultant Associate

What you’ll do

Lead stakeholder engagement, requirements gathering, solution design, and business process transformation for Dynamics 365 Customer Insights and related customer engagement solutions. Coordinate delivery activities across teams, including backlog and sprint management, UAT, release support, training, adoption, and post-launch assistance.

Requirements

Requires 8 to 12+ years of Microsoft Dynamics 365 Customer Engagement experience, with strong expertise in Customer Insights (Journeys/Marketing) and experience in banking, financial services, insurance, or another customer-centric industry. Candidates should have deep knowledge of Dynamics 365 and Power Platform capabilities, integrations, customer data management, and delivery practices; the listed Microsoft certifications are preferred.

Listed skills

• Requirements gathering · Preferred
• REST APIs · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Microsoft Dynamics 365 Customer Insights
• Dynamics 365 Customer Engagement
• Customer Journeys
• Customer Segmentation
• Lead Management
• Campaign Automation
• Personalization
• Dataverse
• Power Platform
• Requirements Gathering
• Functional Solution Design
• REST APIs
• OData
• MuleSoft
• Azure Integration Services
• Customer Data Management

Job areas

• Technology
• Consulting
• Marketing
• Customer Service & Support
• Management & Leadership

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