Microsoft Dynamics 365 Transformation Consultant

Job Description

Job Description

Microsoft Dynamics 365 Transformation Consultant

Local Candidates only. Must have financial experience
Job Summary
Capco is seeking an experienced Microsoft Dynamics 365 Transformation Consultant to lead end-to-end digital transformation initiatives centered on a highly customized D365 CRM environment. This role requires a hands-on consultant who can bridge business and technical stakeholders, drive user adoption, and guide the organization through process and system change within a complex, customized Dynamics 365 implementation.
Responsibilities

• Lead end-to-end digital transformation projects involving Microsoft Dynamics 365 CRM, from requirements gathering through deployment and adoption.
• Assess and document existing email-to-case and system-to-case management workflows within a highly customized D365 customer service model-driven application.
• Create process diagrams and document detailed business requirements in partnership with stakeholders.
• Manage user adoption efforts and proactively address adoption challenges across impacted teams.
• Partner closely with IM Operations stakeholders to understand user pain points, translate them into actionable documentation, and present findings and recommendations.
• Negotiate priorities and scope with the transformation team to align business needs with delivery timelines.
• Support user training sessions and solution demos as needed.

Required Qualifications

• 8 years of relevant professional experience.
• Strong hands-on experience with Microsoft Dynamics 365 CRM, specifically the customer service model-driven application, including working knowledge of email-to-case and system-to-case management.
• Demonstrated experience with highly customized D365 environments (not out-of-the-box implementations).
• Strong business analysis skills, including process diagramming and business requirements documentation.
• Proven track record leading end-to-end digital transformation projects, including managing user adoption challenges.
• Excellent communication and stakeholder management skills, with the ability to engage both business and technical audiences, document pain points, and present to leadership.
• Strong negotiation skills for working cross-functionally with transformation teams.

Preferred Qualifications

• Experience conducting user training sessions and solution demonstrations.
• Salesforce CRM experience.
• Experience integrating Dynamics 365 with GenAI and Copilot capabilities.
• IM Operations domain experience.