About the role
We are looking for an experienced Business Analyst / Functional Consultant with strong expertise in Microsoft Dynamics 365 Customer Engagement (D365 CE) to lead requirement gathering, functional solutioning, and stakeholder engagement for D365 CE implementations and transformation initiatives. Key Responsibilities • Gather and analyse business requirements through stakeholder workshops and discussions. • Translate business requirements into functional specifications, user stories, process flows, and acceptance criteria. • Provide functional expertise across D365 CE – Sales, Customer Service, Customer Insights/Marketing, Case Management, Lead & Opportunity Management. • Design and configure D365 CE solutions using out-of-the-box capabilities and Power Platform. • Work closely with Solution Architects, Developers, QA, and business teams throughout implementation. • Support SIT, UAT, data migration, integration, deployment, and post-go-live activities. • Manage stakeholder expectations, requirements, risks, and dependencies. • Provide functional guidance and leadership to junior BAs/Functional Consultants.