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 PROJECT SCOPE: Design, configuration and deployment of Microsoft Dynamics 365 CRM, Customer Service.
 
JOB DUTIES / RESPONSIBILITIES (High-Level):
 
Discovery:
  • Develop business use cases to support the design, development and deployment of the CRM
  • Customer Service functionality specifically addressing REPAIRS and RETURNS of product.
  • Perform Fit Gap Analysis of CRM to determine out-of-the-box configuration and custom development efforts.
  • Develop solution approach and all related phase deliverables
Design/Development:
  • Develop detailed CRM customer service requirements
  • Develop detailed master data and integration requirements
  • Establish baseline master data
  • Perform CRM customer configuration
  • Perform unit testing of CRM configuration and customization
  • Perform unit testing of data integration (if so required)
  • Perform solution walk-through educating client on CRM customer service capabilities and refining requirements
 
Deploy
  • Perform final unit test / facilitate UAT
  • Prepare for Go-Live
  • Perform solution training and on-going support
 
 
REQUIREMENTS (SPECIFY WHETHER REQUIRED OR NICE TO HAVE):
Specific job skills:
  • Experience producing CRM uses cases / business requirements
  • Experience of configuring and deploying multiple CRM sales and customer service
  • implementations
  • Fluent working knowledge of feature/functionality of Dynamics 365 CRM, specifically customer
  • service.
 
Education or training:
  • Microsoft Dynamics CRM 2016 Customization and Configuration (preferred)
 
Soft skills:
  • Strong organizational and communications skills (must)
  • Strong facilitation skills
  • Level of client facing abilities:
  • Strong client facing skills

Last updated on Jul 11, 2018

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