CE Functional Lead-Sep 2025

3 weeks ago

Pune, India Hitachi Solutions Full time
Job Description

CE/CRM Functional Lead

Role Overview

The CE/CRM Functional Lead is responsible for leading the functional design and implementation of Microsoft Dynamics 365 Customer Engagement (CE) solutions. This role bridges business needs with technical capabilities, ensuring scalable, user-centric CRM solutions that drive customer engagement and operational efficiency.

Key Responsibilities

Client Engagement & Discovery

  • Lead workshops and discovery sessions to understand client business processes and requirements.
  • Serve as the primary liaison between clients and delivery teams.

Solution Design & Implementation

  • Translate business requirements into functional specifications.
  • Design and configure Dynamics 365 CE solutions, including Customer Insights and Journeys.
  • Conduct fit-gap analysis and prototype business processes.
  • Ensure seamless integration with systems like IVR, payment gateways, and self-service portals.

Project Leadership

  • Guide functional workstreams across the project lifecycle—from envisioning to deployment.
  • Collaborate with technical leads, developers, and project managers to ensure successful delivery.
  • Promote user adoption through training, change management, and support.

Optimization & Support

  • Provide ongoing functional support and system optimization.
  • Identify and implement enhancements to improve user experience and system performance.

Required Skills & Experience

  • 8+ years in business analysis, CRM solution design, and implementation.
  • Experience with at least 2 full-cycle Dynamics 365 CE implementations.
  • Strong understanding of Dynamics 365 CE modules, customization, and configuration.
  • Familiarity with integrating CRM with Contact Center applications, mobile apps, and ERP systems.
  • Excellent communication, analytical, and problem-solving skills.
  • Ability to lead cross-functional teams and manage client expectations.

Preferred Certifications

  • Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
  • Dynamics 365 Fundamentals (MB-910)
  • Power Platform Solution Architect Expert (PL-600)
  • Power Platform App Maker Associate (PL-100)
  • Power Platform Functional Consultant Associate (PL-200)

Soft Skills

  • Consultative and collaborative mindset
  • Resilient and adaptable
  • Strong client-centric attitude
  • Passion for learning and innovation

Additional Information

Beware of scams

Our recruiting team may communicate with candidates via our @hitachisolutions.com domain email address and/or via our SmartRecruiters (Applicant Tracking System) domain email address regarding your application and interview requests.  

All offers will originate from our @hitachisolutions.com domain email address. If you receive an offer or information from someone purporting to be an employee of Hitachi Solutions from any other domain, it may not be legitimate.

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