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Dynamics CRM Functional Lead Consultant

HCLTech -
Bengaluru, Karnataka

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Job details

Qualifications

CI/CD
Power BI
SAFe
Azure
Data migration
Customer service
Enterprise Software
Writing skills
DevOps
ERP systems
Business analysis
Microsoft Dynamics 365
Analysis skills
Continuous integration
Scrum
Agile
Leadership
Communication skills
Negotiation

Full job description

Bengaluru, Karnataka
Job Summary

Caterpillar is seeking a well‑qualified D365 Product Owner – Customer Engagement (CE) , responsible for supporting the full functional needs of the Caterpillar Enterprise Resource Platform (ERP) template for Caterpillar Dealers. The Caterpillar ERP solution will be built on Microsoft Dynamics 365 Customer Engagement , with specialization in Field Service and preferred knowledge in Customer Service .

The ideal candidate will lead end‑to‑end implementations, architect scalable CE solutions, and drive integrations across enterprise systems, ensuring compliance with Microsoft standards while guiding organizations through digital transformation initiatives. Additionally, the candidate will contribute to solutioning and developing D365 CE templates for implementation.

Key Responsibilities

Product Vision & Strategy Define and own Dynamics 365 CE product vision and roadmap across Field Service, with Customer Service as the preferred domain. Translate business requirements into secure, high‑performing CE solutions aligned with Caterpillar’s customer engagement strategies. Partner with stakeholders to define customer journeys, omnichannel service strategies, scheduling, and reporting frameworks. Drive integration strategies between CE, F&O, third‑party, and legacy systems (including Dual Write and Dataverse). Champion adoption of Power Platform (Power Apps, Power Automate, Power BI) and Microsoft Fabric for advanced CE reporting and analytics. System Ownership Configure and manage CE modules including Field Service, Customer Service, Sales, and Marketing to meet Caterpillar dealer needs. Stay current with Microsoft D365 CE updates and recommend enhancements that improve service delivery and customer engagement. Manage functional and technical interfaces, ensuring seamless integration with F&O, ISV solutions, and Power Platform. Requirements Definition Collaborate with Caterpillar, Caterpillar Dealers, and business stakeholders to elicit and document CE requirements. Conduct gap/fit analysis across Field Service and Customer Service workstreams, ensuring compliance with Caterpillar’s standards. Prepare technical documentation and training materials for engineering teams, alongside non‑technical presentations for stakeholders. Communicate dealer and customer feedback to technology teams to improve CE product quality and roadmap alignment. Delivery & Execution Prepare test scripts and validations to conduct CRP, UAT, SIT, and support go‑live activities. Perform volume testing, regression testing, and end‑to‑end integration testing by modeling real‑world service scenarios. Lead backlog prioritization, sprint planning, and Agile ceremonies to ensure delivery excellence in CE projects. Provide support to architects and engineers by fulfilling testing requests, preparing reports, and offering technical assistance. Release Management Partner with cross‑functional teams to manage release dependencies and clarify CE requirements. Manage DevOps pipelines, CI/CD, and environment strategies for CE projects. Oversee Power Platform Admin Center (PPAC) and plan testing before code releases across Dev/UAT/Prod environments. Stakeholder Management Act as a product advocate within the engineering team, ensuring QA and testing insights are incorporated into CE product improvements. Build strong relationships with Caterpillar Digital leads, external vendors, and Caterpillar Dealers to align CE architecture with business goals. Change Management Identify opportunities to improve dealer service processes and drive operational consistency across Field Service and Customer Service. Manage change requirements by incorporating risk assessments, QA insights, and corrective actions into CE delivery. User Training & Support Prepare technical and non‑technical documentation, workflows, and playbooks to ensure dealer understanding and adoption of CE solutions. Collaborate with training departments to deliver Field Service and Customer Service trainin

Skill Requirements

ERP & Systems Knowledge (MS Dynamics 365 CE focus) Hands‑on experience with Microsoft Dynamics 365 CE modules (Field Service, Customer Service, Sales, Marketing) in product ownership and delivery roles. Strong background in solution design, integrations, and performance optimization across CE workloads. Skilled in Azure DevOps for backlog management, delivery tracking, and Agile execution. Practical experience with Power Platform (Power Apps, Power Automate, Power BI) and Azure services to extend CE capabilities. Expertise in Microsoft Fabric and Power BI reporting tools for CE performance monitoring. Experience with Dual Write, Dataverse, and data migration strategies for seamless CE–F&O integration. Knowledge of ISV solutions and Electronic Reporting for CE–F&O integrations. Awareness of Microsoft release cycles and ability to assess new CE features for business value. Passion for continuous learning and emerging technologies to enhance CE processes. Business Analysis Deep understanding of customer engagement processes: case resolution, service scheduling, work order management, lead management, and campaign execution. Ability to identify gaps in CE processes and design system‑driven solutions. Experience supporting KPIs such as first‑time fix rate, customer satisfaction, service response times, and campaign ROI. Skilled in defining customer journeys, omnichannel strategies, and reporting frameworks. Decision Making and Critical Thinking Analytical skills to interpret CE data and performance metrics, identifying opportunities for improved customer engagement. Ability to support CE leadership with actionable insights for service efficiency, customer satisfaction, and sales growth. Skilled in assessing interdependencies among CE system elements and related applications that help or hinder performance. Manages tools and techniques for testing extraction, transformation, and loading (ETL) of CE data. Effective Communications Excellent communication, stakeholder management, and documentation skills. Ability to translate CE technical requirements into business‑friendly terms. Skilled at facilitating workshops, demos, and discussions with service, sales, marketing, IT, and dealer stakeholders. Strong presentation and negotiation skills to align diverse stakeholders. Collaborative approach to building consensus and driving CE adoption across departments. Software Product Business Knowledge Proven experience owning CE product backlogs, defining roadmaps, and managing releases. Skilled in writing clear CE user stories and acceptance criteria based on stakeholder input. Comfortable leading sprint planning, reviews, and retrospectives with cross‑functional teams. Ability to balance competing priorities and ensure CE alignment with business objectives. Considerations For Top Candidates Proficiency in Agile delivery, backlog prioritization, and sprint planning for CE projects. Deep hands‑on experience with D365 CE modules (Field Service, Customer Service, Sales, Marketing). Demonstrated leadership in cross‑functional organizations, coordinating dependencies, risks, and product delivery across CE and F&O. Skilled in

Other Requirements
8–10+ years in ERP/CRM solution delivery, including 6+ years hands‑on with Dynamics 365 CRM/CE.
Hands‑on experience in end‑to‑end D365 implementations (minimum 5 full‑cycle projects).
Experience with Agile/Scrum/SAFe methodologies, PI planning, and DevOps practices.
Exposure to global rollouts, multi‑entity implementations, and regulatory compliance.
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