We are looking for CRM Functional Lead you keen for this position, Job Title: CRM Functional Lead Location: Toronto, CA (Onsite) Role Overview The CRM Functional Lead bridges the gap between complex business requirements and technology solutions. In this role, you will lead the functional strategy, design, and implementation of Microsoft Dynamics 365 Customer Engagement (CE) modules. You will run stakeholder workshops, architect functional solutions, configure core system components, and mentor junior consultants. This role requires an expert-level understanding of CRM processes, excellent consulting skills, and a proven track record of steering end-to-end enterprise implementations. Key Responsibilities Requirements Gathering & Advisory: Facilitate discovery workshops with key business stakeholders to analyze existing business processes, identify pain points, and define "To-Be" operational states. Solution Architecture & Design: Own the functional blueprint. Perform fit-gap analyses against native D365 capabilities and design scalable functional solutions across Sales, Customer Service, Marketing, or Field Service modules. Hands-on Configuration: Lead the functional configuration of the platform—including creating custom tables, columns, forms, views, dashboards, business rules, security roles, and low-code automations via Power Automate. Technical Collaboration: Partner closely with Technical Architects and Developers to translate functional design specifications into technical realities, ensuring seamless system integrations and robust data migration plans. Testing & Quality Assurance: Define User Acceptance Testing (UAT) strategies, draft test scripts, oversee testing execution,



and lead defect triage to ensure final delivery aligns precisely with business expectations. Change Management & Adoption: Author comprehensive user training manuals and quick-reference guides, and lead training sessions to accelerate end-user platform adoption. Team Leadership & Governance: Provide functional governance across multiple workstreams. Mentor junior functional consultants and act as a strategic advisor to the Project Manager regarding scope and risk management. Required Experience and Skills Experience: 6 to 8+ years of experience in Microsoft Dynamics CRM / D365 CE functional consulting, with a track record of leading at least 2 end-to-end enterprise cloud implementations. Core Platform Expertise: Deep hands-on knowledge of core D365 CE applications (Sales, Customer Service, and/or Field Service) and a robust understanding of the underlying Dataverse data model. Power Platform Skillset: Proficient extending CRM apps using low-code tools like Power Automate, Power Apps (Model-Driven and Canvas), and Power BI. Agile Delivery: Proven experience working in Agile/Scrum delivery frameworks, writing clean user stories, managing product backlogs, and utilizing tools like Azure DevOps or Jira. Soft Skills: Exceptional stakeholder-management and communication skills, with the ability to clearly translate complex technical limitations into everyday business logic. Preferred Qualifications Education: Bachelor's degree in Business Administration, Computer Science, Information Systems, or a related field. Certifications: Active Microsoft Dynamics 365 certifications are highly desirable: Microsoft Certified: Power Platform Functional Consultant (PL-200) Microsoft Certified: Dynamics 365 Customer Service Functional Consultant (MB-230) or Microsoft Certified: Sales Functional Consultant (MB-210) #J-18808-Ljbffr

📌 Crm Functional Lead (Toronto)
🏢 TEKGENCE
📍 Toronto