We are seeking a Dynamics 365 Customer Engagement (CE) Functional Consultant with strong experience across Customer Journeys, Sales, and Customer Service. The consultant will work with business stakeholders to understand processes, define requirements, support solution design, and ensure smooth transition and operations of the CRM platform.
What you can expect to do:
Lead requirement gathering workshops for Customer Journeys, Customer Service (Case Management, SLAs, Queues, Knowledge Base) and Sales (Lead–Opportunity lifecycle).
Analyse existing CRM processes and document functional gaps, enhancements, and solution approaches.
Support knowledge transition, environment walkthroughs, and stakeholder onboarding.
Review and validate high-level customizations, integrations, reporting needs, and security roles.
Coordinate with technical teams for solution design, deployment, and issue resolution.
Support UAT, regression testing, and release readiness activities.
Ensure alignment with incident, change, and release management processes.
Work closely with business users to provide functional support and process improvements.
What will make you successful:
Strong functional knowledge of D365 CE – Customer Service, Sales & Customer Journeys modules.
Understanding of Plugin, Cloud flow, API.
Understanding of:
Case lifecycle, SLAs, entitlements, queues, routing
Lead, Opportunity, and basic Sales processes
Customer Journeys
Knowledge Base articles
Ability to document business processes, requirements, and functional specifications.
Ability to validate customizations, workflows, integrations, and reports at a functional level.
Experience with test scenarios, UAT support, and go‑live readiness.
Good understanding of CRM security roles, audit controls, and compliance.
Nice to Have Skills
Exposure to Azure Function, integrations, and middleware.
Experience with Splunk and TIBCO ActiveMatrix BusinessWorks™ Plug-in.
What we offer
- The chance to work with impact. Here, you’re empowered to bring your biggest thinking to help our company and clients improve everyday life.
- Ownership over your career. Stay at the top of your game through our award-winning learning and development ecosystem. And when your ambitions change or we offer new opportunities, we help you pivot by providing reskilling, on-the-job learning and guidance to find new roles that might be a better fit.
- The opportunity to thrive on a high caliber team with heart. We celebrate each other’s experiences and perspectives and promote a sense of belonging through our affinity groups and diversity and inclusion initiatives.
- A comprehensive total rewards package, including a competitive salary and a pension plan with matching contributions.
- Flexible health and financial benefits to support you and your eligible dependents—from day one.
- True work-life balance. Be at your best through paid time off, flexible work arrangements, volunteering opportunities, social events, and so much more.
About us
Cognizant (Nasdaq: CTSH) is an AI Builder and technology services provider, building the bridge between AI investment and enterprise value by building full-stack AI solutions for our clients. Our deep industry, process and engineering expertise enables us to build an organization’s unique context into technology systems that amplify human potential, realize tangible returns and keep global enterprises ahead in a fast-changing world. See how at www.cognizant.com or @cognizant.
Other employment-related information
Cognizant is an equal opportunity employer. Your application and candidacy will not be considered based on race, color, sex, religion, creed, sexual orientation, gender identity, national origin, disability, genetic information, pregnancy, veteran status or any other characteristic protected by federal, provincial or local laws.
If you have a disability that requires reasonable accommodation to search for a job opening or submit an application, please email [email protected] with your request and contact information.
Language requirements vary depending on roles, but we ask that all candidates have basic English proficiency for company-wide communications purposes. For roles based in Quebec, professional English proficiency is required, as you’ll deliver services to and collaborate with stakeholders outside the province who may not speak French.
