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Microsoft Functional Lead Customer Engagement (CE)
Dice is the leading career destination for tech experts at every stage of their careers. Our client, CompQsoft,Inc ., is seeking the following. Apply via Dice today!
Position Title: Microsoft Functional Lead Customer Engagement (CE) Department: IT Delivery Start Date: ASAP Location: Remote Requirements Founded in 1997, CompQsoft Digital is a leading next-generation AI transformation partner focused on helping enterprises reinvent customer engagement and reshape business processes. With deep expertise in Microsoft AI technologies, we empower organizations to unlock the full potential of AI across their operations.
We deliver measurable outcomes by embedding AI into the core of customers people, process, technology driving balanced quality outcomes. Our solutions reduce time-to-value, enhance customer and employee satisfaction, and drive innovation through AI-first strategies.
We partner with Microsoft by delivering AI-driven business transformation solutions built on Microsoft technologies such as Azure, Dynamics 365, Microsoft 365, and the Power Platform. Our goal is to help customers modernize operations, enhance customer engagement, and drive innovation through Microsoft s cloud and AI offerings.
Position Summary CompQsoft Digital is seeking an experienced Microsoft Dynamics 365 Functional Consultant specializing in Customer Insights Journeys (CIJ) to support a large-scale customer engagement and digital transformation initiative for a leading provider in the employee benefits, insurance, and healthcare services industry.The Functional Consultant will serve as a trusted advisor to business stakeholders and project leadership, helping define, design, and implement customer engagement, marketing automation, lead management, and customer communication strategies utilizing Microsoft Dynamics 365 Customer Insights Journeys and the broader Microsoft Customer Engagement ecosystem.
This role requires a blend of business consulting expertise, functional solution design capabilities, and hands-on configuration experience. The consultant will collaborate closely with executive stakeholders, marketing teams, customer service leaders, business analysts, solution architects, and technical teams to modernize customer engagement processes, improve customer and member experiences, increase operational efficiency, and support organizational growth objectives.
The ideal candidate possesses strong consulting and communication skills, deep expertise in customer journey orchestration, audience segmentation, campaign management, customer lifecycle management, and marketing automation, along with experience delivering enterprise-scale Dynamics 365 Customer Engagement implementations.
The successful candidate will be expected to understand business objectives, translate requirements into scalable solution designs, facilitate workshops, recommend Microsoft best practices, and ensure successful adoption of the platform while delivering measurable business outcomes.
Key Responsibilities Business Discovery, Process Analysis & Consulting
- Lead discovery workshops with business stakeholders to understand current-state customer engagement, marketing operations, customer service processes, and communication strategies.
- Analyze existing customer lifecycle processes, lead management workflows, campaign execution models, customer communications, and engagement programs.
- Identify process improvement opportunities and recommend industry best practices aligned with Microsoft Dynamics 365 capabilities.
- Facilitate requirements gathering sessions and document functional, operational, and reporting requirements.
- Develop future-state business process designs supporting customer acquisition, engagement, retention, and service objectives.
- Serve as a trusted advisor to business stakeholders throughout the project lifecycle.
- Collaborate with project leadership to align business requirements with strategic transformation objectives.
- Design end-to-end customer engagement strategies leveraging Customer Insights Journeys capabilities.
- Create multi-stage customer journeys supporting lead generation, onboarding, customer education, customer retention, cross-sell, upsell, and renewal initiatives.
- Design personalized engagement experiences based on customer behavior, demographics, preferences, and lifecycle stages.
- Define customer touchpoints and engagement channels across email, SMS, events, webinars, and digital communications.
- Design customer communication frameworks that improve engagement, customer satisfaction, and business outcomes.
- Recommend journey optimization strategies using
