At least 3 years of hands-on experience configuring and administering Microsoft Dynamics 365 Customer Engagement (CRM) apps – especially Sales (Leads, Opportunities, Accounts, Contacts), Marketing (Campaigns, Customer Journeys, Segmentation, Email Marketing, Lead Scoring), and Customer Service (Case Management, Queues, SLAs, Knowledge Base). This role is responsible for assessing global business needs, translating them into clear user requirements, configuring the Dynamics 365 Sales, Marketing, and customer service platforms, improving CRM processes, and supporting solution delivery to drive measurable business outcomes.