INTERNATIONAL TELECOMMUNICATION UNION
ITU is the leading United Nations agency for information and communication technologies, with the mission to connect the world. To achieve this, ITU manages the radio-frequency spectrum and satellite orbits at the international level, works to improve communication infrastructure in the developing world, and establishes global standards that foster seamless interconnection of a vast range of communication systems.
ITU applies a zero-tolerance policy against all forms of harassment. ITU is committed to diversity and inclusion within its workforce, and encourages all candidates, irrespective of gender, nationality, religious and ethnic backgrounds, including persons with disabilities, to apply to become a part of the organization. Achieving gender balance is a high priority for ITU.
Microsoft Dynamics 365 CRM Consultant
Vacancy notice no: 2228
Sector: SG
Department: ISD
Country of contract: Remote
Duty station: Home Based
Position number: [[positionNumber]]
Grade: [[PositionGrade]]
Type of contract: Consultant
Duration of contract: Six (6) months with possible extension
Recruitment open to: External
Application deadline (Midnight Geneva Time): 5 January 2026
ORGANIZATIONAL UNIT
The General Secretariat directs administrative, human and financial resources and activities of the Union, including the implementation of the provisions of the administrative regulations on operational questions, the dissemination of information on telecommunication/ICT matters for operational and other purposes, and the provision of legal advice to the whole of the Union. The General Secretariat coordinates the implementation of the Strategic Plan, monitors the telecommunication/ICT environment and recommends as needed action relating to the Union’s future policies and strategy. The General Secretariat ensures inter-sectoral coordination and cooperation to advance a whole of ITU approach (One-ITU) in headquarters and the field. The General Secretariat provides logistical and information technology support to the Union’s activities including conferences and global forums; the coordination of the work of the Union with the United Nations system, and other international organizations; and the engagement of the Member States, Sector Members, and Academia. The General Secretariat manages corporate governance, and strategic communications and relations with the media, different stakeholder groups as well as the general public.
Within the General Secretariat, the Information Services Department (IS) is the focal point for the ITU information technology services, managing ERP, CRM, documents, information systems and infrastructure, service-desk, library, archives and information management services, safety and security (both physical and logical), to support staff both at Headquarters and in the Field, as well as delegates attending conferences, meetings and events world-wide. It also promotes ICT collaboration, partnerships and information-sharing and represents ITU in inter-organization meetings and committees related to information technology and security management.
BACKGROUND INFORMATION
As part of ITU’s transformation roadmap, the ITU is seeking an experienced Microsoft Dynamics 365 CRM Expert to support the implementation of our new CRM system. The role involves designing, validating, and configuring key modules including Accounts, Contacts, Opportunities, Sales Management, and Activity Management, ensuring seamless integration with Outlook, Microsoft Teams, and Microsoft Copilot, as well as contributing to the design of an integration mechanism with legacy CRM systems.
The ideal candidate will bring a blend of strong technical expertise and deep business process understanding to deliver a CRM platform that empowers sales teams, enables structured customer engagement, and enhances productivity through AI-driven tools and actionable insights.
TERMS OF REFERENCE
As part of the CRM team, and under the guidance of the Head, CRM Applications service, the consultant will:
- Lead the design, configuration, and customization of Microsoft Dynamics 365 CRM for Accounts, Contacts, Opportunities, and Activities.
- Design and implement Activity Management workflow including meeting preparation (agenda creation, gathering context, linking related accounts/opportunities), leveraging AI capabilities wherever possible.
- Ensure integration with Outlook and Teams for scheduling and collaboration.
- Assess the integration with other possible Datasources/systems.
- Follow-up tasks and accountability tracking and associated reporting.
- Define and implement end-to-end sales management processes, including pipeline tracking, forecasting, and enable reporting and Power BI dashboards.
- Design and develop interfaces between Dynamics 365 and legacy CRM systems, ensuring seamless data exchange, migration accuracy, and minimal business disruption, fulfilling the requirements below:
- Use Azure Logic Apps and Functions to orchestrate the exchange of data between SAP CRM and D365 (Call APIs to read and write data in SAP CRM).
- Ensure the information is passed across correctly in real-time, with an error-handling/retry mechanism.
- Deploy application monitoring to track activity, errors, performance, and send notifications in case of errors
- Leverage Microsoft Copilot to embed AI-powered productivity features (e.g., automated meeting summaries, opportunity insights, predictive recommendations).
- Work closely with sales, marketing, and IT stakeholders to gather requirements and translate them into effective CRM solutions.
- Ensure accurate data migration, cleansing, and quality assurance throughout the project.
- Develop dashboards, reports, and KPIs to monitor sales and activity outcomes.
- Provide training, documentation, and adoption support for end-users.
- Support post-implementation optimization, ensuring CRM evolves with business needs.
CONCRETE DELIVERABLES
- CRM Configuration & Customization: Configured Microsoft Dynamics 365 CRM modules for Accounts, Contacts, Opportunities, and Activity Management. Customized sales management workflows including pipeline, forecasting, and reporting.
- Integration & Interfaces: Designed and implemented interfaces between Dynamics 365 and legacy CRM systems. Documented integration architecture and data flows.
- Data Migration: Executed the data migration plan, including mapping, transformation, and validation.
- Testing & Quality Assurance: Completed interface and integration testing, with issue logs and resolutions.
- Seamless integration: Integrated with Outlook, Microsoft Teams, and Copilot for meeting preparation, follow-ups, and productivity insights.
- Dashboard and Reporting: Configured standard dashboards and reports for sales and activity tracking.
- Documentation & Knowledge Transfer: Created technical documentation for system configuration, integrations, and migration processes. Developed user guides, training materials, and workshops for end-users and administrators.
- Go live preparation and Post-Implementation Support: Managed readiness activities and provided ongoing support after deployment.
COMPETENCIES
- Proven experience in Microsoft Dynamics 365 CRM implementation projects, particularly in sales, customer engagement modules and Copilot for Sales.
- Strong knowledge of Accounts, Contacts, Opportunities, and Activities within Dynamics 365 Sales.
- Experience in designing system interfaces and integrations, especially between Dynamics 365 and legacy systems (e.g., SAP CRM On-premises for this project).
- Hands-on experience with Dynamics 365 integrations (Outlook, Teams, SharePoint).
- Familiarity with Copilot and AI features in Dynamics 365 CRM.
- Solid understanding of CRM data models, workflows, security roles, and integration methods (APIs, middleware).
- Excellent communication and stakeholder engagement skills.
QUALIFICATIONS REQUIRED
Education:
University degree in business administration, computer science or a related field OR education from a reputed college of advanced education with a diploma of equivalent standard to that of a university degree in one of the fields above.
Experience:
At least five (5) years of progressively responsible experience in the field relevant to the Special Service Agreement (SSA). An advanced degree in a related field can be considered as a substitute for one year of working experience. A Doctorate in a related field can be considered as a substitute for two years of working experience.
Languages:
Knowledge of English at advanced level. Knowledge of one of the languages of the Union (Arabic, Chinese, French, Russian, Spanish) would be an advantage
REMUNERATION INFORMATION
Between USD 230 and USD 420 per working day to be defined according to the work experience of the consultant.
INFORMATION ON RECRUITMENT PROCESS
Please note that all candidates must complete an on-line application and provide complete and accurate information. To apply, please visit the ITU Careers website. The evaluation of candidates is based on the criteria in the vacancy notice, and may include tests and/or assessments, as well as a competency-based interview. ITU uses communication technologies such as video or teleconference, e-mail correspondence, etc. for the assessment and evaluation of candidates. Please note that only selected candidates will be further contacted and candidates in the final selection step will be subject to reference checks based on the information provided. Messages originating from a non ITU e-mail account - @itu.int - should be disregarded. ITU does not charge a fee at any stage of the recruitment process.
