[28/09/2025] Ce Functional Lead

Company Description About Hitachi Solutions India Pvt Ltd Hitachi Solutions Ltd headquartered in Tokyo Japan is a core member of Information Telecommunication Systems Company of Hitachi Group and a recognized leader in delivering proven business and IT strategies and solutions to companies across many industries The company provides value-driven services throughout the IT life cycle from systems planning to systems integration operation and maintenance Hitachi Solutions delivers products and services of superior value to customers worldwide through key subsidiaries in the United States Europe China and India The flagship company in the Hitachi Group s information and communication system solutions business Hitachi Solutions also offers solutions for social innovation such as smart cities Our Competitive Edge We work together in a dynamic and rewarding work environment We have an experienced leadership team excellent technology and product expertise and strong relationships with a broad base of customers and partners We offer competitive compensation and benefits package regular performance review performance bonuses and regular trainings What is it like working here We pride ourselves on being industry leaders and providing an enjoyable work environment where our people can grow personally and professionally Hitachi is the place people can develop skills they re excited about The following are our commitments to employees We recognize our profitability and project success comes from our team-great people doing great things As such we pursue profitable growth and expanded opportunities for our team We offer challenging and diverse work across multiple industries and reward creativity and entrepreneurial innovation We respect encourage and support each individual needs to continually learn and grow personally and professionally We are committed to fostering our people We listen Every employee has something important to say that can contribute to enriching our environment We compensate fairly And while employees might come for the paycheck they stay for the people Our people are the reason we are exceptional This is something we never forget 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