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Senior [redacted] 365 CE Consultant / Product Specialist

Gauteng, South Africa

Open to opportunities

Summary

An experienced senior consultant with over 20 years in CRM and customer management solutions, and 15+ years specializing in Microsoft [redacted] 365 Customer Engagement. Expertise spans solution design, functional analysis, configuration, and integration across Sales, Customer Service, and enterprise platforms. Proven track record delivering complex implementations and managing long-term engagements with international teams.

Experience areas

[redacted] 365 Customer Engagement (Sales & Service)CurrentDataverse & Power PlatformCurrentCRM Integration & ERP SystemsCurrentFunctional Design & Business AnalysisCurrentData Migration & Master Data ManagementCRM Implementation & Process DesignUser Training & Change Management

Work experience

Employer names withheld for privacy

  1. Senior [redacted] 365 CE Consultant / Product Specialist

    • Delivered long-term remote engagement for a global [redacted] and [redacted] spanning approximately 5 years, supporting 700+ users across multiple countries and business units
    • Rolled out Customer Service capabilities across 20+ sites and designed approximately 60 automatic record creation processes for email-to-case handling
    • Designed and configured Dataverse table extensions, model-driven apps, business process flows, and security frameworks; built Power Automate integration flows
    • Identified and resolved critical CE and ERP integration issues; supported Synapse Link and Data Lake patterns for analytics

  2. [redacted] CRM / [redacted] 365 Consultant

    • Delivered over 80 CRM implementations and enhancements across a range of scales, from mid-market to enterprise environments
    • Provided end-to-end consulting across CRM implementation, Sales and Customer Service configuration, business analysis, and functional design
    • Executed data migration programmes and supported user training, handover, and post-implementation improvements
    • Worked across international client engagements with exposure to diverse CRM and customer management requirements

Skills

Lead, Opportunity, Quote and Order processesProduct catalogue and pricing structuresCase managementSLA and timer configurationQueues, routing and email-to-case processesBusiness Process FlowsModel-driven appsForms, views, dashboards and command configurationSecurity roles, business units and team ownershipCustomer and contact lifecycle processesDataverse table design and relationship modellingStandard and custom table configuration1:N and N:N relationshipsBusiness rulesCustom pagesPower Automate cloud flowsDataverse triggers and actionsReusable flow design patternsError handling and retry thinkingManaged and unmanaged solutionsData migration planning and executionDual WriteVirtual TablesPower Automate integration patternsLogic Apps / Azure integration supportDataverse APIs and Custom APIsERP master data ownership and sync directionData reconciliation and exception handlingSynapse Link and Data Lake exposureFunctional Design Documents
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