D365 CE Functional Consultant
Levi, Ray & Shoup, Inc. (LRS), Chicago, IL, United States
Job Title: D365 CE Functional Consultant
Location: 100% Remote
Overview The Senior Microsoft Dynamics 365 Customer Engagement (CE) Functional Consultant will support the continued rollout, stabilization, and optimization of our enterprise CRM platform across multiple business units. This role requires approximately 10% travel for onsite workshops, stakeholder meetings, and key project milestones as needed.
Key Responsibilities
Functional Design & Delivery
Lead requirements discovery workshops with business stakeholders to gather, analyze, and document:
Business processes
Functional requirements
User stories and acceptance criteria
Translate business needs into fit‑for‑purpose Dynamics 365 CE configurations, prioritizing out‑of‑the‑box capabilities
Develop and maintain solution design documentation, process maps, and functional specifications aligned with Microsoft FastTrack Success by Design principles
Configure and optimize:
Business rules, workflows, and Power Automate flows
Support data modeling, migration mapping, and integration specifications with marketing platforms, ERP systems, Power BI, and other enterprise solutions
Collaborate closely with developers, architects, and testers throughout SIT, UAT, and release validation
Serve as a functional SME for Dynamics 365 Customer Service and Omnichannel, including:
Case management, queues, routing rules, and SLAs
Email‑to‑Case and Activity Monitor
Operating hours, after‑hours behavior, and exception handling
Support post‑go‑live stabilization and continuous improvement of service processes
Partner with support leadership to improve agent experience, monitoring, and reporting
Configure and enhance lead intake, qualification, deduplication, and conversion processes
Support Sales workflows including:
Opportunity management
Activity tracking and reminders
Pipeline visibility and reporting
Align Sales and Customer Service processes to support a connected end‑to‑end customer lifecycle
Business Engagement & Platform Governance
Serve as a trusted advisor to business unit stakeholders across Sales, Service, Marketing, and Operations
Participate in phased rollouts, MVP releases, and post‑go‑live optimization initiatives
Provide user training, adoption materials, and best‑practice guidance to regional champions
Drive adherence to CRM governance standards, including:
Naming conventions
ALM and environment strategy
Data governance and security policies
Agile Delivery & DevOps
Contribute to Azure DevOps backlogs by:
Writing high‑quality user stories and acceptance criteria
Supporting backlog grooming, sprint planning, and reviews
Act as a bridge between Corporate IT, business stakeholders, and implementation partners
Support controlled releases and regression testing across environments
Work with Product Owners and Architects to shape roadmap features and enhancement requests
Support Power Platform maturity, including Copilot and AI Builder enablement where applicable
Ensure solutions align with Information Security, Compliance, and Change Management standards
Required Qualifications
Bachelor’s degree in Business Administration, Information Systems, or related field
6+ years of hands‑on experience as a Dynamics 365 CE Functional Consultant
Strong functional experience with:
Dynamics 365 Customer Service
Omnichannel for Customer Service
Dynamics 365 Sales (Lead and Opportunity Management)
Solid understanding of the Microsoft Power Platform (Power Apps, Power Automate, Power BI)
Proven ability to elicit requirements, perform fit‑gap analysis, and produce high‑quality functional documentation
Experience working in Agile/Scrum or Hybrid delivery models
Excellent communication skills and experience working across enterprise, multi‑BU teams
Preferred Qualifications
Dynamics 365 Functional Consultant (Sales or Customer Service)
Power Platform Solution Architect Expert
Customer Insights – Data or Journeys
Experience supporting multi‑business‑unit and multi‑region CRM platforms
Familiarity integrating Dynamics 365 with ERP or external platforms (e.g., JD Edwards, SAP, Salesforce)
Experience with post‑go‑live stabilization and continuous improvement programs
Knowledge of manufacturing, distribution, or aftermarket service business models
Omnichannel & Case Management Expertise
Data Quality & Governance
The base range for this contract position is $55-$70 per hour, depending on experience; pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training.
LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status.
In some cases, LRS Consulting uses generative artificial intelligence (“AI”) in support of our hiring processes. LRS takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out.
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Location: 100% Remote
Overview The Senior Microsoft Dynamics 365 Customer Engagement (CE) Functional Consultant will support the continued rollout, stabilization, and optimization of our enterprise CRM platform across multiple business units. This role requires approximately 10% travel for onsite workshops, stakeholder meetings, and key project milestones as needed.
Key Responsibilities
Functional Design & Delivery
Lead requirements discovery workshops with business stakeholders to gather, analyze, and document:
Business processes
Functional requirements
User stories and acceptance criteria
Translate business needs into fit‑for‑purpose Dynamics 365 CE configurations, prioritizing out‑of‑the‑box capabilities
Develop and maintain solution design documentation, process maps, and functional specifications aligned with Microsoft FastTrack Success by Design principles
Configure and optimize:
Business rules, workflows, and Power Automate flows
Support data modeling, migration mapping, and integration specifications with marketing platforms, ERP systems, Power BI, and other enterprise solutions
Collaborate closely with developers, architects, and testers throughout SIT, UAT, and release validation
Serve as a functional SME for Dynamics 365 Customer Service and Omnichannel, including:
Case management, queues, routing rules, and SLAs
Email‑to‑Case and Activity Monitor
Operating hours, after‑hours behavior, and exception handling
Support post‑go‑live stabilization and continuous improvement of service processes
Partner with support leadership to improve agent experience, monitoring, and reporting
Configure and enhance lead intake, qualification, deduplication, and conversion processes
Support Sales workflows including:
Opportunity management
Activity tracking and reminders
Pipeline visibility and reporting
Align Sales and Customer Service processes to support a connected end‑to‑end customer lifecycle
Business Engagement & Platform Governance
Serve as a trusted advisor to business unit stakeholders across Sales, Service, Marketing, and Operations
Participate in phased rollouts, MVP releases, and post‑go‑live optimization initiatives
Provide user training, adoption materials, and best‑practice guidance to regional champions
Drive adherence to CRM governance standards, including:
Naming conventions
ALM and environment strategy
Data governance and security policies
Agile Delivery & DevOps
Contribute to Azure DevOps backlogs by:
Writing high‑quality user stories and acceptance criteria
Supporting backlog grooming, sprint planning, and reviews
Act as a bridge between Corporate IT, business stakeholders, and implementation partners
Support controlled releases and regression testing across environments
Work with Product Owners and Architects to shape roadmap features and enhancement requests
Support Power Platform maturity, including Copilot and AI Builder enablement where applicable
Ensure solutions align with Information Security, Compliance, and Change Management standards
Required Qualifications
Bachelor’s degree in Business Administration, Information Systems, or related field
6+ years of hands‑on experience as a Dynamics 365 CE Functional Consultant
Strong functional experience with:
Dynamics 365 Customer Service
Omnichannel for Customer Service
Dynamics 365 Sales (Lead and Opportunity Management)
Solid understanding of the Microsoft Power Platform (Power Apps, Power Automate, Power BI)
Proven ability to elicit requirements, perform fit‑gap analysis, and produce high‑quality functional documentation
Experience working in Agile/Scrum or Hybrid delivery models
Excellent communication skills and experience working across enterprise, multi‑BU teams
Preferred Qualifications
Dynamics 365 Functional Consultant (Sales or Customer Service)
Power Platform Solution Architect Expert
Customer Insights – Data or Journeys
Experience supporting multi‑business‑unit and multi‑region CRM platforms
Familiarity integrating Dynamics 365 with ERP or external platforms (e.g., JD Edwards, SAP, Salesforce)
Experience with post‑go‑live stabilization and continuous improvement programs
Knowledge of manufacturing, distribution, or aftermarket service business models
Omnichannel & Case Management Expertise
Data Quality & Governance
The base range for this contract position is $55-$70 per hour, depending on experience; pay ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for new hires of this position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job‑related skills, experience, and relevant education or training.
LRS is an equal opportunity employer. Applicants for employment will receive consideration without unlawful discrimination based on race, color, religion, creed, national origin, sex, age, disability, marital status, gender identity, domestic partner status, sexual orientation, genetic information, citizenship, status or protected veteran status.
In some cases, LRS Consulting uses generative artificial intelligence (“AI”) in support of our hiring processes. LRS takes steps to ensure the use of AI does not result in discrimination based on protected class(es). AI may be used in the hiring process solely in support of the assessment of candidate qualifications. All decisions in the hiring process are made by LRS employees. If AI will be used in the hiring process for the position for which you are applying, you will be notified and will have the opportunity to opt out.
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