Senior Microsoft Dynamics Customer Experience (CE) Consultant

Title

Senior Microsoft Dynamics Customer Experience (CE) Consultant

An Altron Digital Business Senior Microsoft Dynamics CE Consultant is an experienced professional who provides expert advice to organisations on how best to use our solutions in achieving their business objectives and is actively involved with the clients in implementing these solutions. As external consultants, your expertise is provided to clients on a project basis so you will engage with multiple and changing clients throughout your career with us – you may even work on different client projects simultaneously.  A project can last days, weeks or months. A flexible attitude to working patterns is essential as travel to clients and working on multiple clients / projects is common place. Whilst on projects, consultants are mainly based on the client site with a minimum amount of time spent at the office. 

The Senior Customer Engagement Consultant role is to match business needs with technology. They are responsible for the ownership of the requirements processes as they work with key project stakeholders and users on what they want from a new solution. This critical role provides a varied work experience covering the business analysis and implementation of solutions. This role entails problem solving, mentorship and depth and breadth of analysis skills.

KEY ACCOUNTABILITIES / RESPONSIBILITIES:

A Senior CE Consultant is responsible for matching business needs with technology in the following manner:

Understanding of the client problem that needs to be solved with the solution within your primary competency. Develop a work ethic where you understand, through your work at Digital Business, how you have made a positive difference in the lives of clients (understand the purpose of your work);

• Scope the project: work with key project stakeholders and business people to formulate and communicate the realistic business vision for the project, map out initial requirements and the scope of the project. This includes the analysis of the existing business processes and the analysis of the existing technology and people environment supporting the processes.
• Interpret business need: work with project stakeholders to translate their requirements into something that the technical team can understand as well as to translate the resulting questions that the developers have into something the stakeholders can understand. Distil the differing messages and needs of project stakeholders into a single, consistent vision.
• Translate technical issues: break down technical and architectural complexities so that project stakeholders can easily understand any issues that crop up. Ability to explain what the developers are doing and why they need to do it. Ability to configure simple solutions on the project.
• Spell out the project details and requirements: work with project stakeholders to identify, model and then document their requirements and business domain details. Design the Business Requirements Document (BRD) for the solution. Assist in evaluating and motivating for change requests in the project context.
• Formulate the CE Solution design: Interpret the Business Requirements and translate these into the best CE Solution Functional Design. As part of this process, you would engage with the senior technical team for assistance with complex requirements as well as overall approval of your CE Solution design. You would produce an approved CE Functional Specification as an output of this exercise.
• Configure the CE Solution: Configure the CE Solution in accordance with the approved CE Solution FDD (Functional Design Document).
• Oversee the Development of Custom Requirements: work with the Technical team to ensure clarity of the requirements/expectation for their development of any complex solution requirements.
• Put development team in touch with the right people: formulate and maintain strong business relationship within the client to help the technical team find the right people to work with. Recognize new business opportunities during the course of the project (all solutions – CRM / BI and SharePoint) and communicate to Consultant Service Lead (CE).
• Test and validation: Write Test Cases and test the solution internally to ensure quality before delivery to the client.
• Scope Management: When any requirements are received from the Client, these must always be compared against the sales proposal/scope and/or the signed off Business requirements document. Where the request falls outside of these, this must be handled as a Change Request, using your PM to manage that process.
• User Acceptance Testing: work with project stakeholders to validate the functionality of the solution in accordance with their requirements. Liaison between project stakeholders and the technical team during UAT. Managing the Test cycle, from issue capture, to evaluation, fixing, retesting internally and back with the client until closure.
• Hand over to the client by obtaining project sign off; assuring that deliverables are at the required quality.
• Mentorship: actively guide and lead consultants on the project.
• Keep accurate record of time spent in the performance of your duties.
• Maintain existing skills and acquire new skills as applicable to your job role.
• Come up with innovative approaches to delivering more efficiently.
• This role may entail active project delivery leadership and / or pre sales engagements.
• Escalate any issues timeously and clearly.
• Ensure delivery of solutions within the allocated project timeframes.
• Ensure discrete handling of all business information, particularly where confidential information is concerned.
• Communicate with immediate manager, People Manager, other company department heads and employees, co-workers, clients and other individuals to co-ordinate work activities, review status of work, exchange information, resolve problems or give / receive advice /direction.
• Administration: maintain an updated Microsoft Office Outlook calendar; completion of any required administration timeously (e.g. response on performance reviews): weekly timesheets, etc.
• Travel locally, as required, to conduct the company’s business.

FORMAL QUALIFICATIONS:

• Matric certificate - Non negotiable
• Diploma - Informatics (or similar) - Advantageous
• University degree - Informatics (or similar) - Advantageous
• BA competency certification - Advantageous

EXPERIENCE:

• Microsoft Consulting environment- 5 to 8 years - Non-negotiable
• Leadership - 1 to 2 years - Advantageous

SKILLS:

• Ability to elicit and analyse user requirements - Non-negotiable
• Business Process Re-engineering (engineer user requirements into processes that fit the solution)- Non-negotiable
• Relevant MS Technology: Front End / Dash boarding Tools - Non-negotiable
• Microsoft Dynamics CE/CRM: Configuration & Workflows - Non-negotiable
• CE/CRM Business Process Management (BPM) - Non-negotiable
• Visio - Non-negotiable
• PowerPoint - Non-negotiable
• Knowledge of SharePoint Integration for D365 (Document Management) - Non-negotiable
• SureStep CE/CRM Implementation methodology - Non-negotiable
• Use cases - Non-negotiable
• Test Cases - Non-negotiable
• SSRS Report Building - Advantageous
• CE/CRM add-ins - ClickLearn & ClickDimensions - Advantageous
• Ability to scope the effort required to complete configuration tasks and to provide accurate work estimates - Non-negotiable
• Microsoft PowerApps Portal Configuration - Non-negotiable
• Microsoft Power Automate Flow configuration - Non-negotiable
• Microsoft Power Platform Admin Center and managing environments - Non-negotiable
• Knowledge of and ability to implement D365 Marketing - Non-negotiable
• Knowledge of Teams Integration for D365 - Non-negotiable
• Knowledge of Outlook Integration for D365 - Non-negotiable
• Knowledge of Power BI Dashboard embedding for D365 - Non-negotiable
• Knowledge of data import capabilities for D365/ Dataverse - Non-negotiable
• Write Business Requirements Document - Non-negotiable
• Write Functional Design Documents - Non-negotiable
• Write Training Manuals - Non-negotiable
• Ability to conduct End User Training and Facilitated UAT - Non-negotiable

Education

National Certificate Level 4 (N4) / Grade 12 (Required)

Languages

English