Job description

Note: The job is a remote job and is open to candidates in USA. Crowe is one of the largest public accounting, consulting and technology firms in the United States, seeking a Senior Functional Consultant for Microsoft Dynamics 365 Customer Engagement (CE). The role involves leading full lifecycle implementations of Dynamics 365 CE, optimizing business processes, and enhancing customer engagement through technology solutions. Responsibilities • Lead and/or support full lifecycle implementations of Microsoft Dynamics 365 CE, including requirement gathering, solution design, configuration, testing, deployment, and post-go live support. • Work with clients (Sales, Customer Service, Marketing, Field Service, etc.) to understand customer journey / customer engagement process flows, pain points, desired outcomes; translate business requirements into CE configurations or enhancements. • Define functional specifications, design business process maps, and develop best practices around customer-facing operations. • Provide guidance on Dynamics CE features: entities, forms, views, business rules, workflows / Power Automate flows, security model, integrations, data migrations. • Collaborate with technical teams (developers, integration specialists, data engineers) to ensure non-standard requirements are addressed with high quality solutions. • Lead / assist training, change management, user acceptance testing, and cutover to the new system. • Serve as subject-matter expert for CE within client engagements, helping deliver recommendations for improving operating model, user adoption, extensibility, scalability. • Contribute to internal initiatives: share lessons learned, develop accelerators / templates, help grow Crowe’s CE capabilities. Skills • Proven experience implementing Microsoft Dynamics 365 Customer Engagement (CRM) solutions in roles where you handled functional discovery, configuration, customer process design. • Strong understanding of customer lifecycle / customer engagement processes (e.g. sales pipeline management, service case management, marketing automation, omnichannel service, field service). • Solid hands-on skills in configuring Dynamics CE: entities, workflows/business rules, security, integration points, data migrations. • Excellent ability to engage with stakeholders across levels (end users, managers, executives), facilitating workshops, gathering requirements, and driving consensus. • Strong communication skills—both verbal and written. Ability to document functional designs, test plans, training materials clearly. • Experience with integrating CE with ERP or other enterprise systems. • Microsoft certifications relevant to CE / CRM (e.g., MB910, MB-200 / MB-210 / related). • Experience working in a consulting environment, with multi-client, multi-industry exposure. • Familiarity with change management, user adoption best practices. • Experience with Power Platform (Power Automate, Power Apps, Power BI). Benefits • Comprehensive total rewards package Company Overview • Crowe LLP is a public accounting, consulting, and technology firm. It was founded in 1942, and is headquartered in Chicago, Illinois, USA, with a workforce of 5001-10000 employees. Its website is https://www.crowe.com/.

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