Lead Business Analyst – Microsoft Dynamics 365 Customer Engagement

WorQFlow Solutions is sourcing a Lead Business Analyst focused on Microsoft Dynamics 365 Customer Engagement. This is a hands-on role supporting an active implementation phase, with responsibility for bridging business stakeholders and technical teams across Sales, Customer Experience, and Field Service workstreams. The selected candidate will play a central role in shaping how the organization leverages D365 CE to deliver measurable outcomes across its customer-facing operations.

What you'll do

• Serve as the primary business analysis lead for D365 Customer Engagement initiatives, with emphasis on Sales, Customer Experience, and Field Service modules
• Elicit, document, and validate business requirements from stakeholders across multiple functional areas
• Translate business requirements into functional specifications and user stories suitable for development and configuration teams
• Support and facilitate solution design workshops, user acceptance testing, and go-live readiness activities throughout the implementation lifecycle
• Act as a subject matter resource and escalation point for CE-related functional questions and process decisions
• Collaborate with cross-functional project teams to ensure delivered solutions align with business objectives and end-user needs
• Identify gaps between existing processes and future-state designs, proposing pragmatic solutions appropriate to the platform

What we're looking for

• Demonstrated experience as a Business Analyst on Microsoft Dynamics 365 Customer Engagement implementations, including hands-on work with Sales, Customer Experience, and Field Service modules
• Strong ability to gather and document complex business requirements and translate them into clear functional specifications
• Experience supporting full-cycle D365 CE implementations, from requirements through user acceptance testing and deployment
• Ability to work independently in a remote environment while effectively collaborating with distributed stakeholders
• Availability to work during Pacific Standard Time business hours
• Excellent written and verbal communication skills, with the ability to engage both technical and non-technical audiences
• Experience in or familiarity with the energy or utilities sector is a plus

This role is with one of WorQFlow Solutions' clients. Client details are shared with candidates during the recruiting process.

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