D365 CE Senior Functional Consultant (Managed Services)

Title: D365 CE Senior Functional Consultant - Managed Services 

Location: Remote with travel up to 30%  

Description 

As a senior member of MCA Connect’s Managed Services team, the D365 CE Senior Functional Consultant helps clients maximize the value, stability, and adoption of their Microsoft Dynamics 365 Customer Engagement and Power Platform solutions after go-live. This role combines functional consulting, application support, solution design, and continuous improvement across multiple client environments. The consultant owns defined workstreams with limited oversight, leads small enhancement efforts, resolves functional support cases, and serves as a trusted advisor to client stakeholders. 

Core Responsibilities 

• Manage functional support and enhancement work for multiple client environments, balancing priorities, service expectations, timelines, budgets, and quality. 

• Monitor and triage new support cases; investigate functional issues, document findings, coordinate next steps, and drive cases through resolution with clients and internal teams. 

• Lead requirements and solution-design discussions for post-go-live enhancements, including current-state challenges, future-state processes, user stories, acceptance criteria, configuration decisions, and release considerations. 

• Configure and support Dynamics 365 CE and Power Platform capabilities, including model-driven apps, Dataverse tables, forms, views, dashboards, business rules, business process flows, queues, routing, security roles, and Power Automate workflows. 

• Support Sales, Customer Service, Field Service, Customer Insights, Power Pages, and related CE/CX capabilities based on client needs and consultant specialization. 

• Evaluate standard functionality versus configuration or customization, and proactively identify risks related to scope, data, security, integrations, adoption, and business process design. 

• Prepare and maintain functional design documents, process flows, configuration workbooks, user stories, test scripts, training materials, release notes, and knowledge-transfer documentation. 

• Maintain traceability from client requests and support cases through requirements, design decisions, configuration, testing, approvals, deployment, and closure. 

• Plan and facilitate functional testing, regression testing, UAT, defect triage, release readiness, deployment validation, and post-release support. 

• Guide clients through Microsoft release waves and upgrade cycles by assessing potential impact, identifying opportunities, supporting validation, and communicating recommended actions. 

• Partner with technical consultants and architects on integrations, data migration, reporting, security, application lifecycle management, and custom extension requirements. 

• Lead small projects and enhancement initiatives using Agile delivery practices; manage assigned scope, schedule, budget, risks, dependencies, and deliverables. 

• Delegate appropriate tasks to junior or offshore resources, provide clear direction, review deliverables, and support team development. 

• Build trusted client relationships through responsive communication, practical recommendations, accurate status reporting, and consistent follow-through. 

• Follow established MCA Connect standards and methodologies, optimize individual utilization, and pursue annual training and certification goals. 

Required Skills and Experience 

• 5+ years of experience implementing, configuring, or supporting Microsoft Dynamics 365 CE, including Sales, Customer Service, Field Service, Customer Insights, or comparable CRM platforms. 

• Demonstrated experience supporting production or post-go-live environments, including case triage, root-cause analysis, enhancement delivery, release support, and client communication. 

• Hands-on experience configuring Dataverse and model-driven applications, including tables, forms, views, dashboards, business rules, business process flows, security, queues, and routing. 

• Working knowledge of Power Automate, Power Pages, Microsoft 365 integration, dashboards, reporting, and user security concepts. 

• Experience gathering requirements and translating business needs into user stories, acceptance criteria, functional designs, configuration decisions, test scenarios, and adoption materials. 

• Understanding of solution management and application lifecycle management across development, test, and production environments. 

• Strong troubleshooting, analytical, documentation, facilitation, and client-facing communication skills. 

• Ability to manage competing priorities across multiple clients, work independently, communicate status and risk clearly, and deliver work on time and within assigned budgets. 

• Understanding of Agile delivery, backlog refinement, sprint demonstrations, test management, release readiness, training, and change/adoption fundamentals. 

Preferred Qualifications 

• Experience building or supporting Canvas Apps and Power Pages solutions with Dataverse as a primary data source. 

• Experience with Azure DevOps or comparable tools for backlog, test, defect, and release management. 

• Experience supporting integrations between Dynamics 365 CE and Dynamics 365 Finance & Operations, including familiarity with Dual-write. 

• Working knowledge of Power BI, Copilot, embedded intelligence, and automation capabilities that can improve user productivity and customer experience. 

• Experience in a consulting or managed services environment supporting multiple clients. 

• Relevant Microsoft certifications such as PL-200, MB-280, MB-230, MB-240, PL-600, or current role-aligned equivalents.