Tech Lead - Application Development Microsoft N 4C

MSD 365 CRM Functional – Roles & Responsibilities

• Gather and analyze business requirements from stakeholders across Sales, Customer Service, Marketing, and other CRM functions.
• Translate business requirements into Microsoft Dynamics 365 CRM functional specifications.
• Configure Dynamics 365 CRM modules based on business processes and requirements.
• Work with Dynamics 365 Sales, Customer Service, and Customer Insights/Journeys functionality.
• Define and configure Business Process Flows, Business Rules, Workflows, Forms, Views, Dashboards, and Business Units.
• Configure security roles, teams, users, and access privileges in coordination with security requirements.
• Conduct fit-gap analysis between standard Dynamics 365 functionality and business requirements.
• Prepare Functional Requirement Documents (FRDs), user stories, process flows, and functional specifications.
• Work closely with technical developers to explain functional requirements and validate proposed solutions.
• Support integration requirements between Dynamics 365 CRM and other enterprise applications.
• Participate in data migration activities, including data mapping, cleansing, validation, and reconciliation.
• Develop and execute test scenarios, test cases, and UAT plans.
• Perform functional testing, integration testing, regression testing, and support UAT.
• Identify, analyze, and resolve functional defects during implementation and testing.
• Support CRM reporting, dashboards, KPIs, and business analytics requirements.
• Conduct user training, prepare training materials and user guides, and support change-management activities.
• Provide production support and troubleshoot functional issues after go-live.
• Participate in Dynamics 365 CRM upgrades, enhancements, and release management.
• Coordinate with business users, developers, architects, integration teams, and project managers throughout the implementation lifecycle.
• Ensure CRM solutions follow Microsoft Dynamics 365 standard functionality and best practices wherever possible