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Introduction

A career in IBM Consulting is rooted by long-term relationships and close collaboration with clients across the globe. You'll work with visionaries across multiple industries to improve the hybrid cloud and AI journey for the most innovative and valuable companies in the world. Your ability to accelerate impact and make meaningful change for your clients is enabled by our strategic partner ecosystem and our robust technology platforms across the IBM portfolio.

IBM Polska is seeking a dynamic and experienced Functional Consultant with expertise in Microsoft Dynamics 365 Customer Engagement to join our team. This role is crucial for our continued success in implementing and optimizing business solutions for our clients. The ideal candidate will possess a blend of technical proficiency, strong communication skills, and a deep understanding of business processes.

Your role and responsibilities

The Functional Consultant, Microsoft Dynamics 365 Customer Engagement (B7A) plays a critical role in driving the successful deployment of Dynamics 365 CE solutions. This role involves a mix of consultative, technical, and client-facing responsibilities, requiring a consultant who can translate complex business needs into effective system solutions.

The Functional Consultant, Microsoft Dynamics 365 Customer Engagement (B7A) will be responsible for:

1. Leading the implementation and customization of Dynamics 365 CE solutions according to client requirements.
2. Collaborating with project teams, sales, and pre-sales to ensure successful delivery of projects.
3. Analyzing client's business processes and recommending improvements through the use of Dynamics 365 CE.
4. Conducting training sessions for end-users on the functionalities and best practices of Dynamics 365 CE.
5. Providing ongoing support post-implementation, including troubleshooting and system updates.
6. Staying abreast of the latest industry trends and advancements in Dynamics 365 C

Required education

Bachelor's Degree

Preferred education

Master's Degree

Required technical and professional expertise

Functional Expertise

• Solid understanding of Microsoft Dynamics 365 Customer Engagement (CE) modules (most important Customer Service and Sustainability Manager)
• Strong business process knowledge with the ability to translate customer needs into tailored solutions.
• Experienced in gathering and analyzing requirements, conducting gap analysis, and preparing clear and concise functional design documents
• Familiarity with Power Platform components such as Power Apps, Power Automate, and Dataverse, in relation to customer engagement solutions.

Configuration Skills (No-Code / Low-Code)

• Hands-on experience configuring Dynamics 365 CE environments:
  • Creating and managing entities (tables), fields, relationships, views, forms, and dashboards.
  • Implementing business rules, workflows, and business process flows.
  • Managing security roles, user permissions, and team access levels.
• Proficient in setting up model-driven apps and working with canvas apps for custom user experiences.
• Experienced in setting up environments, managing solutions, and handling basic administrative tasks.

Customization Skills (Code-Based / Advanced Configurations)

• Ability to work alongside technical teams to support and understand:
• Competent in reviewing technical designs and ensuring alignment with functional requirements.

Power Platform & Data Management

• Comfortable using Power Automate to automate business logic and workflows.
• Good understanding of Dataverse structure, data models, and relational design.
• Experienced in data import/export and migrations using Data Import Wizard
• Aware of best practices in data quality, security, and governance.

Project Delivery & Implementation

• Involved in end-to-end Dynamics 365 implementations from requirements gathering to post-go-live support.
• Skilled in writing user stories, conducting UAT, and delivering end-user training.
• Experienced working in both Agile methodology.
• Familiar with using Azure DevOps or Jira for managing backlogs, tasks, and deployments.
• Knowledgeable in deploying solutions and managing releases across development, testing, and production environments.

Stakeholder Management & Communication

• Comfortable facilitating workshops, demos, and presentations for clients and stakeholders.
• Strong verbal and written communication skills, with the ability to translate complex concepts into clear business language.
• Capable of managing expectations, handling escalations, and maintaining client relationships at all levels.

Soft Skills

• Analytical mindset with strong problem-solving abilities.
• Highly organized, detail-oriented, and proactive in identifying improvements.
• Able to work both independently and collaboratively in cross-functional teams.

Preferred technical and professional experience

1. Bachelor's Degree in Computer Science, Information Systems, or a related field. An equivalent combination of education and experience may be considered.
2. Minimum of 3 years of experience as a Functional Consultant in Dynamics 365 CE or similar CRM platforms.
3. In-depth knowledge of Dynamics 365 CE modules including Sales, Marketing, Customer Service, Field Service (optional).
4. Strong understanding of business processes, preferably in manufacturing, distribution, or services industries.
5. Excellent problem-solving skills, analytical mindset, and ability to think strategically.
6. Superior communication and interpersonal skills, with the ability to build relationships at all levels of an organization.
7. Relevant certifications such as Microsoft Certified: Dynamics 365 Customer Engagement Core or Advanced are a plus.
8. Fluency in English; Polish is an advantage.
9. Ability to travel occasionally, as required by the project needs.