Lead Dynamics 365 Functional Consultant

Cohesive Technologies is a global IT Services & Solutions company providing IT Staffing Services and Application Development Services necessary for technology leaders to deliver business value. We help our people and clients succeed by leveraging our expertise, deep industry and market knowledge, proprietary assessment tools and techniques, and project delivery methodologies. Through relationships with thousands of specialized professionals, we bring an unparalleled ability to match talent with opportunities by assessing, recruiting, developing and engaging the best and brightest people for our clients. We combine a broad geographic presence, world-class solutions and a tailored, consultative approach to help our people and clients achieve higher performance and outstanding results.

Position: Lead Dynamics 365 Functional Consultant

Location: Remote

Working Hours:

40 Hours a week. Rotational On call support during non-business hours and Monthly Once Sunday Production Deployment Support.

Job Summary:

The Level 2 Lead \ D365 Functional consultant will be responsible for leading the Level 2 Team members and also responsible for the Functional consultant for the Operations team. The ideal candidate will have extensive experience in large-scale Dynamics 365 CE development and support projects, including external integrations. They should be self-driven and possess expertise in managing production environments to enhance operational efficiency and implement improvements.

Key Responsibilities:

• Lead the Level 2 Team members and act as an escalation point for all issues from Level 2 Team members.
• Perform root cause analysis on recurring problems and recommend system enhancements or changes.
• Must work with customer to gather any enhancement requirements and provide the Functional specification and design.
• Support and coordinate with the customer UAT team and as the single point of contact for the Level 3 Development team.
• Manage monthly releases to the production environment during non-business hours, ensuring system stability after each release.
• Document support activities, resolutions, and best practices for future reference and knowledge sharing.
• Stay current with Dynamics 365 CE updates, new features, and industry best practices.
• Engage in proactive system monitoring and preventative maintenance to identify and resolve potential issues before they impact users.
• Collaborate with cross-functional teams, including business analysts and project managers, to gather requirements and align solutions with business goals.
• Provide training and technical guidance to Level 2 support teams to enhance their troubleshooting and resolution capabilities.
• Generate and analyze system performance and support metrics to identify trends and recommend long-term improvements.
• Ensure compliance with security protocols and data protection regulations when implementing system changes or integrations.
• Engage with the Level 2 Team to provide feedback on operational improvements and understand upcoming releases.
• Communicate effectively with stakeholders at all levels to provide regular updates on progress, challenges, and resolutions.
• Be available as an on-call support engineer on a rotational basis during non-business hours to support critical production incidents.

Qualifications:

• 10+ years of hands-on experience in implementing and configuring D365 CE (Customer Engagement), including Sales, Customer Service, Marketing, and Field Service modules.
• Strong understanding of CRM processes, customer lifecycle, and business workflows, including lead management, opportunity tracking, case management, and service automation.
• Experience in configuring entities, forms, business rules, workflows, security roles, and dashboards in D365 CE.
• Knowledge of Power Platform (Power Apps, Power Automate, Power BI) for building low-code/no-code solutions and automation.
• Understanding of Azure services, Dataverse (CDS), API integrations, and system connectivity for seamless business processes.
• Ability to create functional design documents (FDD), test scripts, and training materials for end-users.
• Experience with data migration, cleansing, and mapping strategies using tools like KingswaySoft, SSIS, or Azure Data Factory.
• Familiarity with Dynamics 365 CE extensions, customization using JavaScript, Plugins, and Power Automate Flows (preferred).
• Strong problem-solving and analytical skills, with the ability to troubleshoot issues and optimize system performance.
• Excellent communication and stakeholder management skills to engage with business users, technical teams, and leadership.
• Microsoft Dynamics 365 certifications are a plus but not required.

Preferred Skills:

• Experience working in an ITIL-based support environment.
• Familiarity with GDPR, data security, and compliance requirements within Dynamics 365 implementations.
• Ability to manage multiple priorities, meet deadlines, and work effectively in a fast-paced environment.
• Experience working in cross-functional teams

Cohesive Technologies is an equal access/equal opportunity employer and does not discriminate on the basis of age, color, disability, marital status, national origin, race, religion, sex, sexual orientation, veteran status or any other classification prescribed by applicable law.