Job Description

Whole industries have been disrupted and transformed in recent years by digital technology. As a Technology Consulting professional specializing in Dynamics 365 CRM, you will help clients realize the value of their customer platforms by aligning business strategy with scalable, technology-enabled solutions — supporting growth and driving transformation.

As part of a high-performing team, you will deliver exceptional client service — providing advice on how CRM, digital transformation and customer engagement platforms contribute to performance improvement, and how technology can act as a multiplier during major transformation programmes.

Working across sectors and geographies, you will gain valuable experience delivering impactful CRM solutions that enhance customer experience, operational efficiency and business outcomes.

Functional Lead 

• Lead end-to-end Dynamics 365 CRM functional workstreams across the project lifecycle (design, build, test, deploy)
• Drive business requirement workshops with senior stakeholders and translate strategic needs into scalable CRM solutions
• Own solution design, ensuring alignment with business objectives, enterprise architecture, and best practices
• Oversee configuration and delivery across CRM modules (e.g. Sales, Customer Service)
• Act as the primary functional point of contact for stakeholders and project leadership
• Provide leadership and guidance to functional consultants and cross-functional teams
• Govern quality of functional deliverables (BRDs, FSDs, user stories)
• Lead UAT strategy, execution oversight, and business sign-off
• Support large-scale transformation programmes, ensuring CRM enables business value
• Manage stakeholder expectations, facilitate decision-making, and resolve functional/process conflicts
• Support change management, training, and adoption initiatives

Functional Analyst 

• Gather, analyze and validate business requirements with stakeholders
• Translate business needs into functional specifications and solution designs within Dynamics 365 CRM
• Configure and customize CRM modules (e.g. Sales, Customer Service)
• Support business process design and optimization initiatives
• Collaborate with technical teams to ensure accurate solution implementation
• Support integration, data migration and end-to-end solution delivery
• Execute testing activities (SIT, UAT) and support defect resolution
• Deliver end-user training and provide post go-live support

To qualify for the role, you must have

• A bachelor’s degree in Computer Science, Information Technology, Business Systems or a related discipline
• Experience in Dynamics CRM / Dynamics 365 implementation projects

For Functional Lead:

• Proven experience leading functional delivery and solution design
• Strong stakeholder management, including senior stakeholders
• Experience in digital or system transformation programmes

For Functional Analyst:

• Hands-on experience in requirement gathering, configuration and testing
• Good understanding of CRM processes and system capabilities

For both roles:

• Strong understanding of Dynamics 365 CRM modules (Sales, Customer Service, etc.)
• Experience working with cross-functional technical teams and integrations
• Familiarity with Agile or Hybrid delivery methodologies

Ideally, you’ll also have

• Microsoft Dynamics 365 certifications (Functional Consultant / Solution Architect)
• Exposure to customer experience transformation programmes
• Strong analytical and problem-solving capabilities

What we offer

EY offers a competitive remuneration package where you’ll be rewarded for your individual and team performance. We are committed to being an inclusive employer and consider flexible working arrangements where applicable.

Plus, we offer:

• Continuous learning: Develop the mindset and skills to navigate future challenges
• Success as defined by you: Flexibility and tools to make a meaningful impact your way
• Transformative leadership: Coaching and insights to help you lead with confidence
• Diverse and inclusive culture: A workplace where your voice is valued and respected

The exceptional EY experience. It’s yours to build.

Job Requirements