FinOps Functional Consultant (Sales & Customer)

NOW HIRING: FINOPS FUNCTIONAL CONSULTANT (SALES & CUSTOMER SERVICE)

Work Mode: Hybrid

Eligibility: Open to Citizens/PR’s/LTSVP/RT-P

Location: Kuala Lumpur, Malaysia

Experience: 8-11 years

JOB OVERVIEW

We are looking for an experienced Microsoft Dynamics 365 Functional Consultant with strong hands-on expertise in Dynamics 365 Sales and Customer Service . The role will lead requirements gathering, workshops, solution design, configuration, testing, UAT, training, deployment, and post-go-live support.

Key Responsibilities

• Lead business requirements gathering, process discovery, and stakeholder workshops.
• Analyze current processes and design future-state solutions using Dynamics 365.
• Conduct fit-gap analysis and recommend standard D365 capabilities.
• Translate requirements into functional specifications, user stories, process flows, and acceptance criteria.
• Configure D365 Sales and Customer Service based on business requirements.
• Prepare solution designs, process documentation, and test scenarios.
• Conduct solution demonstrations and walkthroughs with business stakeholders.
• Coordinate with architects, developers, testers, and other technical teams.
• Lead functional testing, UAT, defect resolution, training, deployment, and post-go-live support.
• Independently manage functional workstreams and stakeholder communication.

Functional Expertise

Dynamics 365 Sales

• Account, Contact, Lead, and Opportunity Management.
• Sales Pipeline, Forecasting, Goals, and Territory Management.
• Product Catalog, Pricing, Quotes, Orders, and Invoicing.
• Business Process Flows, Sales Teams, Activities, and Relationship Management.
• Sales Accelerator, Sequences, Dashboards, KPIs, and Sales Insights.
• Outlook/Teams integration and applicable Copilot capabilities.

Dynamics 365 Customer Service

• Case Management, Queues, Routing, Escalation, and Resolution.
• SLAs, SLA KPIs, Entitlements, and Knowledge Management.
• Automatic Record Creation, Email-to-Case, and Unified Routing.
• Workstreams, Assignment Rules, Skills-Based Routing, and Capacity Management.
• Customer Service Workspace, Agent Productivity Tools, Dashboards, and Analytics.
• Customer Voice, Omnichannel, and applicable Copilot capabilities.

Key Requirements

• 8–11 years of experience in Microsoft Dynamics CRM / D365 functional consulting.
• Strong hands-on implementation experience with D365 Sales and Customer Service .
• Experience with end-to-end Sales and Customer Service processes.
• Strong knowledge of sales pipeline, forecasting, product/quote management, case management, SLAs, routing, and knowledge management.
• Experience in requirements gathering, fit-gap analysis, functional solution design, and D365 configuration.
• Experience with functional testing, UAT, training, and go-live activities.
• Strong stakeholder management and workshop facilitation skills.
• Excellent analytical, communication, documentation, and presentation skills.
• Ability to independently lead functional workstreams and collaborate with business and technical teams.

Does this sound like you or someone you know? Apply now and send your most updated CV to: [email protected]. Looking forward to see you!