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
- 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.