We are seeking a highly experienced CRM Techno-Functional Consultant to lead enterprise Customer Engagement, AI Copilot, Power Platform, and integration initiatives across Microsoft Dynamics 365, Microsoft 365 Copilot, Copilot Studio, HubSpot, Azure AI, and Power Platform technologies.

The ideal candidate combines business consulting expertise with deep technical capabilities to design, implement, validate, integrate, and optimize modern CRM and AI-powered business solutions. This role requires experience delivering customer engagement solutions, automating business processes, integrating third-party platforms, and implementing enterprise-grade AI agents with governance, observability, and quality assurance frameworks.

The consultant will support initiatives involving Dynamics 365 Sales, Customer Service, Dataverse, Power Automate, Azure Logic Apps, HubSpot integrations, Power BI analytics, Microsoft Copilot, Dynamics 365 Copilot, Copilot Studio Agents, Azure OpenAI, and Enterprise AI Evaluation frameworks

Key Responsibilities

CRM & Business Process BPMN

• Design end-to-end CRM and Customer Engagement solutions.
• Configure and optimize Dynamics 365 Sales and Customer Service applications.
• Develop functional specifications, process maps, user stories, and solution blueprints.
• Lead User Acceptance Testing (UAT) activities and end-user enablement.

Dynamics 365 & Power Platform

• Configure Dynamics 365 Sales, Customer Service, and Customer Engagement applications.
• Build and maintain Model-Driven Apps.
• Design and deploy Power Automate cloud flows.
• Configure Microsoft Dataverse tables, security, business rules, and business process flows.
• Support solution lifecycle management, environment strategy, and ALM processes.
• Design customer engagement automation strategies across sales, marketing, and service.

Copilot & AI Agent Solutions

• Design, build, test, and optimize Microsoft 365 Copilot agents.
• Configure and deploy Dynamics 365 Copilot solutions.
• Develop custom agents using Microsoft Copilot Studio.
• Build AI-powered workflows and agent orchestration scenarios.
• Integrate agents with Dynamics 365, Dataverse, Microsoft Graph, and enterprise systems.
• Develop prompt strategies and conversational experiences.
• Support enterprise AI adoption and Copilot enablement initiatives.

Integration & Automation

• Design integrations between HubSpot, Dynamics 365, Dataverse, Microsoft Teams, and external applications.
• Develop Power Automate and Azure Logic Apps integrations.
• Configure REST APIs, OAuth authentication, webhooks, and custom connectors.
• Support data migration, synchronization, transformation, and integration projects.
• Implement api feedback, forms, campaign, and marketing automation integrations.

AI Quality Engineering & Evaluation

• Build automated evaluation frameworks for Copilot and Generative AI solutions.
• Develop benchmark datasets and AI test harnesses.
• Measure groundedness, relevancy, completeness, consistency, and accuracy of AI responses.
• Conduct hallucination testing and quality validation.
• Implement enterprise AI regression testing processes.
• Develop repeatable evaluation methodologies for agent performance improvement.

Analytics & Reporting

• Build customer engagement and campaign analytics solutions.
• Develop Power BI dashboards and executive reporting.
• Analyze customer interactions, campaign performance, and business KPIs.
• Support data-driven optimization initiatives.
• Deliver actionable business insights through analytics platforms.

AI Governance & Responsible AI

• Conduct Responsible AI assessments and compliance reviews.
• Design AI governance and risk management frameworks.
• Implement safety testing procedures and validation controls.
• Perform security, privacy, and compliance reviews for AI solutions.
• Develop documentation supporting enterprise AI governance standards.

Monitoring & Continuous Improvement

• Monitor production AI agents and CRM solutions.
• Analyze telemetry, user feedback, and conversation analytics.
• Utilize Application Insights and Azure monitoring tools.
• Support AI observability and operational excellence initiatives.
• Identify optimization opportunities through data-driven performance analysis.

Required Experience

Candidates should demonstrate experience in:

Microsoft Dynamics 365

• 5+ years of Dynamics CRM/Dynamics 365 experience.
• Dynamics 365 Sales implementation and support.
• Dynamics 365 Customer Service implementation and support.
• Customer Engagement solution design.
• CRM modernization and digital transformation projects.

Power Platform

• Power Apps
• Power Automate
• Dataverse
• Business Process Flows
• Solution Management
• Environment Management
• Power Platform ALM

Copilot & Generative AI

• Building and testing Microsoft 365 Copilot agents.
• Building and testing Dynamics 365 Copilot agents.
• Developing Copilot Studio agents.
• Prompt engineering and conversational design.
• AI agent deployment and lifecycle management.
• Enterprise AI adoption initiatives.

AI Evaluation & Validation

• Automated evaluation framework development.
• Benchmark dataset creation.
• Agent testing methodologies.
• LLM performance measurement.
• AI quality engineering.
• AI regression testing.
• LLM-as-a-Judge evaluation practices.
• Agent benchmarking and validation.

Integration Technologies

• HubSpot CRM integrations.
• REST APIs.
• JSON.
• OAuth 2.0 authentication.
• Azure Logic Apps.
• Power Platform custom connectors.
• Webhook implementations.
• Microsoft Graph integrations.

Analytics & Data

• Power BI development.
• Customer analytics.
• Campaign analytics.
• Dataverse architecture.
• Data governance.
• Reporting and KPI dashboard development.

AI Operations

• Azure DevOps pipelines.
• GitHub Actions.
• Continuous AI validation.
• Application Insights.
• Production AI monitoring.
• Telemetry analysis.
• AI observability

Technical Skills Requirements

CRM & Customer Engagement

• Dynamics 365 Sales
• Dynamics 365 Customer Service
• Dynamics 365 Customer Engagement
• Customer Journey Design
• Customer Lifecycle Management
• Lead-to-Cash Processes
• Service Management Processes

Copilot & AI

• Microsoft 365 Copilot
• Dynamics 365 Copilot
• Microsoft Copilot Studio
• Copilot Studio Agent Kit
• AI Builder
• Prompt Engineering
• Agent Orchestration
• Conversational AI Design

AI Quality Engineering

• Benchmark Engineering
• Agent Validation Frameworks
• AI Regression Testing
• Automated Evaluation Pipelines
• LLM Evaluation
• Groundedness Testing
• Hallucination Detection
• Agent Benchmarking

Azure AI & Data Platform

• Azure OpenAI Service
• Azure AI Foundry
• Azure AI Services
• Azure AI Search
• Retrieval-Augmented Generation (RAG)
• Semantic Search
• Vector Search
• Application Insights

Integration Technologies

• HubSpot CRM
• HubSpot Marketing Automation
• Power Automate
• Azure Logic Apps
• REST APIs
• OAuth 2.0
• Webhooks
• Microsoft Graph
• Azure Functions

Reporting & Analytics

• Power BI
• Customer Analytics
• Campaign Analytics
• KPI Reporting
• Executive Dashboards
• Data Modeling

DevOps & Automation

• Azure DevOps
• GitHub Actions
• CI/CD Pipelines
• Test Automation
• Release Management
• Environment Management

Preferred Skills

• Customer Insights
• Microsoft Fabric
• Azure SQL
• Dynamics 365 Contact Center
• Copilot Extensibility
• Multi-Agent Architectures
• Enterprise Knowledge Grounding
• Advanced RAG Optimization
• AI Center of Excellence Participation
• Change Management
• Agile/Scrum Project Delivery

Preferred Certifications

Candidates should hold two or more of the following certifications:

Dynamics 365

• MB-210 – Microsoft Dynamics 365 Sales Functional Consultant Associate
• MB-230 – Microsoft Dynamics 365 Customer Service Functional Consultant Associate

Power Platform

• PL-200 – Microsoft Power Platform Functional Consultant Associate
• PL-400 – Microsoft Power Platform Developer Associate
• PL-600 – Microsoft Power Platform Solution Architect Expert

AI & Copilot

• AI-102 – Azure AI Engineer Associate
• AI-900 – Azure AI Fundamentals
• Microsoft Copilot Studio or Microsoft 365 Copilot-related credentials (when available)

Azure & Integration

• AZ-204 – Azure Developer Associate
• DP-900 – Azure Data Fundamentals

Project Delivery (Nice to Have)

• Project Management Professional (PMP)
• Certified Scrum Master (CSM) or equivalent Agile certification

Why Join Us

• Work on SBC & large-scale enterprise cloud transformation projects.
• Lead strategic Dynamics 365 Modernization initiatives.
• Collaborate with highly skilled cloud, security, and infrastructure professionals.
• Influence architecture decisions and technology roadmaps across the organization.
• Opportunity to work in a multi-cloud, security-focused enterprise environment.