Why work for Brennan?
At Brennan, we aim to lead, not follow. One of the ways we do this is through an open diverse culture that values performance, where anyone in the team can bring new ideas to the table and see them thrive. Our people are empowered, considerate, supportive, trusting and accepting, they are the cornerstone of the business. Because of this approach, we have become the largest Australian owned systems integrator in Australia and continue to grow.
Brennan offers an excellent remuneration package and benefits including:
- A focus on health and well-being - social club, sporting teams, health checks, poker, trivia nights and more!
- A strong culture underpinned by values that are truly lived every day
- An environment that embraces learning and development of all employees
- Flexibility to work in the way that brings out the best in you
- High levels of reward and recognition for overachieving
Role summary
We are looking for a Senior Functional Consultant to lead the functional workstream on Dynamics 365 Customer Engagement implementations. You will own requirements through to configured, tested and adopted solutions across
Dynamics 365 CE applications, built on Microsoft Dataverse and the Power Platform.
This is a client-facing role where you will run discovery workshops, challenge requirements that push the platform away from out-of-the-box capability, and make defensible calls on configuration versus customisation versus process change. Our preference is for this person to be located and work from Brennan's Melbourne office but we will also consider candidates in other Australian locations.
Key responsibilities
Discovery and design
- Facilitate requirements and process-mapping workshops with stakeholders, translating outcomes into functional design documents, user stories and acceptance criteria.
- Perform fit-gap analysis against out-of-the-box capability and clearly document where a gap requires configuration, low-code extension, or a change to the client's process.
- Contribute to licence sizing and security-model design, including advising on the licence implications of design decisions
Configuration and delivery
- Sales: lead and opportunity management, business process flows, product catalogue and price lists, quote-order-invoice, forecasting, goals, sales sequences and the sales accelerator, and Copilot for Sales enablement.
- Customer Service: case management, queues, unified routing, entitlements and SLAs, knowledge management, service scheduling, the multi-session Customer Service workspace, and Omnichannel / Contact Center channels where in scope.
- Customer Insights: unified customer profiles, data unification and enrichment, segments and measures in Customer Insights - Data; real-time and segment-based journeys, triggers, forms and marketing assets in Customer Insights - Journeys.
- Build model-driven app components: forms, views, charts, dashboards, business rules, Power Automate cloud flows, Power Apps components.
- Manage solution layering, environment strategy and ALM discipline in conjunction with the technical team.
- Configure and validate integrations that touch CE Dataverse connectors, Exchange/SharePoint and Teams integration, and ERP integration patterns.
Testing, deployment and adoption
- Own the functional test plan, build test scripts, coordinate SIT and UAT, and triage and resolve defects.
- Lead data migration mapping and validation from a functional standpoint.
- Produce training material, run end-user and administrator training, and support hypercare and post-go-live stabilisation.
Practice contribution
- Mentor and quality-review the work of junior and mid-level consultants.
- Support pre-sales: solution demonstrations, effort estimation, statements of work and response content.
Required experience and skills
- Extensive current, relevant experience implementing Dynamics 365 Customer Engagement (or Dynamics CRM), including at least three full lifecycle implementations in a senior functional or lead capacity.
- Deep hands-on configuration expertise in at least two of Sales, Customer Service, Contact Centre and Customer Insights, with working competence in the third.
- Strong Dataverse fundamentals: tables, columns, relationships, alternate keys, business rules, and the security model.
- Practical Power Platform capability Power Automate, Power Apps
- Demonstrated ability to write clear functional specifications and to run a workshop with a room of stakeholders who disagree with each other.
- Working knowledge of Dynamics 365 licensing and the ability to flag commercial and compliance implications during design rather than after go-live.
- Understanding of integration concepts sufficient to work effectively with architects and developers: REST/OData, Dataverse Web API, virtual tables, and event-driven patterns.
- Excellent written and verbal communication, comfortable presenting to executive sponsors
Desirable
- Microsoft certifications, current or achievable within the first six months.
- Experience with Copilot and agent capability in Sales and Customer Service, including Copilot Studio.
- Exposure to Dynamics 365 Field Service, Contact Center, or Business Central / F&O integration.
- Experience with Azure DevOps for backlog and ALM management.
- Sector depth in one or more of our core verticals
- Prior consulting experience within a Microsoft partner.
