The Dynamics 365 Customer Engagement (CE) Functional Lead owns the functional design, configuration, and delivery of the Dynamics 365 CE platform during a multi‑program implementation and ongoing operations. This role serves as the single functional owner across Sales, Customer Service, Field Service, and related CE workloads, ensuring a consistent data model, user experience, security posture, and release approach.

The CE Functional Lead acts as the product owner for CE—bridging business strategy and technical delivery—while partnering with the D365 Architect, Power Platform team, and business domain leaders.

Why This Role Exists

With multiple CE programs going live within a condensed timeframe, strong centralized functional ownership is critical. This role ensures CE is delivered as one cohesive platform rather than fragmented solutions, enabling adoption, scalability, and long‑term business value.

Key Responsibilities – Multi‑Program Ownership

• Own functional design and behavior of all CE applications
  • Act as the final decision authority on cross‑program dependencies
  • Manage and prioritize a unified CE backlog
  • Coordinate go‑live readiness and stabilization activities

Dataverse & Solution Design

• Own Dataverse schema, relationships, and data standards
  • Design business process flows, forms, views, and dashboards
  • Ensure consistency across all CE environments
  • Balance configuration vs customization decisions

User Experience & Adoption

• Design role‑based user experiences
  • Collect post‑go‑live feedback and drive iterative improvements
  • Support training and change initiatives
  • Promote CE best practices

Security & Governance

• Define CE security roles aligned to business responsibilities
  • Partner with the D365 Architect on environment governance
  • Support compliance and segregation‑of‑duties requirements

Power Platform Collaboration

• Partner on Power Automate and low‑code extensions
  • Ensure automation reliability and sustainability
  • Identify process improvement opportunities

What This Role Does Not Own

• Platform infrastructure
  • Enterprise integration architecture
  • Deep custom development or plugins

• Hands‑on functional Dynamics 365 CE experience
  • Strong Dataverse knowledge
  • Understanding of Sales and/or Customer Service processes
  • Strong stakeholder communication and decision‑making skills
• Must possess a valid driver’s license with clean driving record. This includes no more than 2 minor violations within the past 3 years and no major violations within the past 5 years (Motor Vehicle Report will be performed on final candidate).

This position will primarily work in an office environment, May, on a continuous basis, sit at desk for a long period of time; intermittently answer telephone and write or use a keyboard to communicate through written means. Must be able to walk, bend, lift up to 50 lbs. Some travel is required. The physical demands described above are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.