CE Functional Lead-Sep 2025 at Hitachi Solutions

About Hitachi Solutions India Pvt Ltd:

Hitachi Solutions, Ltd., headquartered in Tokyo, Japan, is a core member of Information & Telecommunication Systems Company of Hitachi Group and a recognized leader in delivering proven business and IT strategies and solutions to companies across many industries. The company provides value-driven services throughout the IT life cycle from systems planning to systems integration, operation and maintenance. Hitachi Solutions delivers products and services of superior value to customers worldwide through key subsidiaries in the United States, Europe, China and India. The flagship company in the Hitachi Group's information and communication system solutions business, Hitachi Solutions also offers solutions for social innovation such as smart cities.

Our Competitive Edge

We work together in a dynamic and rewarding work environment. We have an experienced leadership team, excellent technology and product expertise, and strong relationships with a broad base of customers and partners.

We offer competitive compensation and benefits package, regular performance review, performance bonuses, and regular trainings.

What is it like working here?

We pride ourselves on being industry leaders and providing an enjoyable work environment where our people can grow personally and professionally. Hitachi is the place people can develop skills they’re excited about. The following are our commitments to employees.

• We recognize our profitability and project success comes from our team—great people doing great things. As such, we pursue profitable growth and expanded opportunities for our team.
• We offer challenging and diverse work across multiple industries and reward creativity and entrepreneurial innovation.
• We respect, encourage, and support each individual needs to continually learn and grow personally and professionally. We are committed to fostering our people.
• We listen. Every employee has something important to say that can contribute to enriching our environment.
• We compensate fairly. And while employees might come for the paycheck, they stay for the people. Our people are the reason we are exceptional. This is something we never forget.

CE/CRM Functional Lead

Role Overview

The CE/CRM Functional Lead is responsible for leading the functional design and implementation of Microsoft Dynamics 365 Customer Engagement (CE) solutions. This role bridges business needs with technical capabilities, ensuring scalable, user-centric CRM solutions that drive customer engagement and operational efficiency.

Key Responsibilities

Client Engagement & Discovery

• Lead workshops and discovery sessions to understand client business processes and requirements.
• Serve as the primary liaison between clients and delivery teams.

Solution Design & Implementation

• Translate business requirements into functional specifications.
• Design and configure Dynamics 365 CE solutions, including Customer Insights and Journeys.
• Conduct fit-gap analysis and prototype business processes.
• Ensure seamless integration with systems like IVR, payment gateways, and self-service portals.

Project Leadership

• Guide functional workstreams across the project lifecycle—from envisioning to deployment.
• Collaborate with technical leads, developers, and project managers to ensure successful delivery.
• Promote user adoption through training, change management, and support.

Optimization & Support

• Provide ongoing functional support and system optimization.
• Identify and implement enhancements to improve user experience and system performance.

Required Skills & Experience

• 8+ years in business analysis, CRM solution design, and implementation.
• Experience with at least 2 full-cycle Dynamics 365 CE implementations.
• Strong understanding of Dynamics 365 CE modules, customization, and configuration.
• Familiarity with integrating CRM with Contact Center applications, mobile apps, and ERP systems.
• Excellent communication, analytical, and problem-solving skills.
• Ability to lead cross-functional teams and manage client expectations.

Preferred Certifications

• Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
• Dynamics 365 Fundamentals (MB-910)
• Power Platform Solution Architect Expert (PL-600)
• Power Platform App Maker Associate (PL-100)
• Power Platform Functional Consultant Associate (PL-200)

Soft Skills

• Consultative and collaborative mindset
• Resilient and adaptable
• Strong client-centric attitude
• Passion for learning and innovation

Beware of scams

Our recruiting team may communicate with candidates via our @hitachisolutions.com domain email address and/or via our SmartRecruiters (Applicant Tracking System) [email protected] domain email address regarding your application and interview requests.  

All offers will originate from our @hitachisolutions.com domain email address. If you receive an offer or information from someone purporting to be an employee of Hitachi Solutions from any other domain, it may not be legitimate.