Senior Dynamics 365 Functional Consultant, Customer Engagement

Overview Silver Creek Software Ltd. is an Alberta-based consulting firm specializing in data management, analytics, application development, automation, and modern workplace solutions. We partner with public sector and enterprise clients to deliver complex, high-impact technology initiatives. Our team is known for its professionalism, technical depth, and commitment to excellence. We maintain a high standard of hiring and are proud to work alongside driven, capable professionals who consistently go above and beyond for our clients. We are seeking a highly capable Senior Dynamics 365 Functional Consultant with extensive hands-on experience delivering Microsoft Dynamics 365 Customer Engagement (CRM) solutions. The successful candidate will bring strong functional expertise across Dynamics 365 Sales, Customer Service, and Customer Insights - Journeys, supported by broad Microsoft Power Platform experience. This role requires a consultant who can lead client discovery, translate business needs into practical functional solutions, configure the platform, and work closely with both business stakeholders and technical delivery teams throughout the full implementation lifecycle. Key Responsibilities Lead client discovery sessions, requirements workshops, process-mapping exercises, and fit/gap analysis for Dynamics 365 initiatives. Translate business requirements into functional requirements, user stories, process flows, acceptance criteria, and solution designs. Design, configure, and implement solutions across Dynamics 365 Sales, Customer Service, and Customer Insights - Journeys. Configure Dataverse and Dynamics 365 components including tables/entities, relationships, forms, views, dashboards, business rules, business process flows, workflows, security roles, and model-driven applications. Design and implement business process automation using Power Automate and related Power Platform capabilities. Collaborate with solution architects, developers, data specialists, and other technical resources to define integrations, extensions, data migration requirements, and solutions for functional gaps. Support application lifecycle management across development, testing, UAT, and production environments, including solution deployment and release coordination. Develop test scenarios and acceptance criteria, perform functional QA, support defect resolution, and coordinate or support User Acceptance Testing. Conduct solution demonstrations, stakeholder presentations, user training, and knowledge-transfer sessions. Support reporting and analytics requirements using Dynamics 365 capabilities and Power BI where appropriate. Contribute to project planning, estimation, scope management, go-live readiness, deployment, and post-implementation support. Participate in pre-sales activities including discovery, solution demonstrations, effort estimation, solution shaping, and functional inputs to proposals and Statements of Work. Qualifications 5+ years of hands-on experience delivering Microsoft Dynamics 365 Customer Engagement / CRM solutions in functional consulting, business analysis, or comparable implementation roles. Demonstrated experience delivering end-to-end Dynamics 365 implementations from discovery and requirements through design, configuration, testing, deployment, go-live, and stabilization. Strong practical experience with Dynamics 365 Sales, Customer Service, and Customer Insights - Journeys. Strong Microsoft Power Platform knowledge, including Dataverse, model-driven Power Apps, Power Automate, and Power BI. Advanced experience gathering and documenting business and functional requirements, facilitating workshops, performing fit/gap analysis, process mapping, and designing future-state business processes. Hands-on Dynamics 365 configuration experience, including tables/entities, relationships, forms, views, business rules, business process flows, workflows, security, and application configuration. Strong understanding of CRM processes across sales, customer service, marketing/customer engagement, and related business functions. Experience with solution management and application lifecycle management across multiple environments and implementation stages. Experience defining and executing functional testing and supporting QA, UAT, defect management, and go-live readiness. Ability to work effectively with technical teams on integrations, custom development, data migration, and technical solution decisions while maintaining ownership of functional requirements. Experience working with Agile delivery practices, backlog management, user stories, and tools such as Azure DevOps or equivalent. Strong client-facing communication, facilitation, presentation, documentation, and stakeholder-management skills. Post-secondary education in information technology, business, computer science, or a related discipline, or equivalent professional experience. Desirable Attributes Experience with Dynamics 365 Project Operations or additional Dynamics 365 Customer Engagement applications. Experience supporting complex enterprise or public-sector Dynamics 365 implementations. Experience with pre-sales, solution demonstrations, effort estimation, proposal development, and solution scoping. Experience with Microsoft Copilot capabilities, Copilot Studio, AI-enabled CRM functionality, or intelligent business-process automation. Experience with advanced Dynamics 365 Customer Service capabilities such as case management, queues, routing, knowledge management, SLAs, or omnichannel functionality. Experience with Power Pages, CRM portals, external-user authentication, or identity integration. Familiarity with Azure integration and data services, APIs, or related integration technologies. Relevant current Microsoft Dynamics 365 or Power Platform certifications. Join Us Silver Creek offers the opportunity to work with a high-performing team on meaningful projects that deliver real value to our clients. We provide flexibility, autonomy, and trust, while holding ourselves to a high standard of professionalism and accountability.

Lead client discovery and translate business needs into functional designs for Dynamics 365 Customer Engagement solutions. Configure the platform, manage the implementation lifecycle, and collaborate with technical teams to deliver high-impact CRM initiatives.

Requires 5+ years of experience delivering end-to-end Dynamics 365 CRM implementations and strong proficiency in the Power Platform. A post-secondary degree in IT, business, or computer science is required or equivalent professional experience.

• Power BIPreferred
• Business analysisPreferred

Identified from the job description. Confirm important requirements above.

• Dynamics 365 Customer Engagement
• Dynamics 365 Sales
• Dynamics 365 Customer Service
• Customer Insights - Journeys
• Microsoft Power Platform
• Dataverse
• Power Automate
• Power BI
• Functional Consulting
• Business Analysis
• Process Mapping
• Fit/Gap Analysis
• Agile Delivery
• Azure DevOps
• Stakeholder Management
• Solution Design

• Consulting
• Technology
• Software
• Data & Analytics
• Customer Service & Support

Minimum education

Bachelor’s degree

Minimum experience

5+ years

Apply by

Feb 7, 2027

Posting language

English

Working hours

40 hours per week

Location requirements

Country, Edmonton, Alberta, Canada

Seniority

Mid-Senior level

Application method

Direct apply is available