Customer Relationship Management BA

We are urgently looking for experienced Microsoft Dynamics 365 Consultants with a focus on the Customer Service module to join a high-impact project for one of our prestigious financial clients in Poland. This is a remote role requiring deep expertise in D365 Customer Service implementation, configuration, and solution delivery.

Key Responsibilities:

• Lead the end-to-end implementation of Microsoft Dynamics 365 Customer Service solutions.
• Analyse customer business needs, translate them into functional requirements, and configure the application accordingly.
• Collaborate with stakeholders to align Dynamics functionality with business goals.
• Customize the D365 application to support business needs and integrate best practices.
• Leverage Microsoft’s ALM tools including Azure DevOps (VSTS) and Power Platform components.
• Document detailed business requirements, configurations, and solution designs.
• Conduct system testing, facilitate user acceptance testing, and deliver end-user training.
• Provide post-implementation support and solution enhancements.

Required Skills & Experience:

• 8+ years of experience in Microsoft Dynamics 365 implementation with at least 3 full lifecycle Customer Service projects.
• Strong hands-on experience with:
• Case lifecycle management
• SLA management
• Security roles & configurations
• Unified routing (preferred)
• Solid knowledge of Microsoft ALM stack, including Azure DevOps (VSTS/TFS).
• Proven ability to analyse, model, and re-engineer business processes.
• Experience with requirements gathering, solution design, prototyping, and stakeholder workshops.
• Ability to plan and conduct acceptance testing and deliver user training.

Soft Skills:

• Strong communication, stakeholder management, and presentation skills.
• Self-motivated, with the ability to work independently and handle multiple priorities.
• High attention to detail, documentation, and delivery excellence.
• Strong team player, adaptable, and committed to continuous improvement.