Dynamics 365 Sales & Customer Service Consultant – Microsoft CRM Expert(m/w/d)
About Us We are a professional services company based in Pristina, Kosovo, supporting companies in Germany and Kosovo with Microsoft cloud solutions. From our office in Pristina we design, implement and continuously improve CRM processes for various German clients – with a strong focus on Microsoft Dynamics 365 Sales and Dynamics 365 Customer Service. We work as a trusted partner across the full customer journey: from lead and opportunity management through quotes and orders to case handling, SLAs and service excellence. Our team combines functional consulting, process design and modern Power Platform capabilities. We are growing and looking for an experienced Dynamics 365 Sales & Customer Service Consultant who can work independently with German clients in English. Your Responsibilities Act as functional consultant for Dynamics 365 Sales and Dynamics 365 Customer Service for our German client companies Run discovery workshops, analyze sales and service processes, and translate business requirements into robust Dynamics 365 solutions Configure and optimize core Sales capabilities: leads, opportunities, accounts/contacts, product catalog, quotes, pipeline, forecasting, dashboards and sales processes Configure and optimize core Customer Service capabilities: cases, queues, SLAs, entitlements, knowledge management, routing and omnichannel scenarios Design and implement solutions with Power Platform (Dataverse, Power Apps, Power Automate) and Microsoft 365 integration (Outlook, Teams, SharePoint) Prepare functional specifications, process documentation, test cases and user training materials Support UAT, go-live, hypercare and ongoing application support Advise clients on CRM best practices, adoption, Copilot / AI features and continuous improvement Collaborate with developers, project managers and client stakeholders in an international setup Identify opportunities to streamline processes and increase data quality across Sales and Service Your Profile Degree in Business Informatics, Computer Science, Business Administration or comparable qualification, or equivalent practical experience Several years of hands-on consulting experience with Microsoft Dynamics 365 Customer Engagement – ideally both Sales (MB-210) and Customer Service (MB-230) Strong understanding of end-to-end sales and service processes (lead → opportunity → quote → order and case → resolution → knowledge) Solid experience in configuration (forms, views, business rules, business process flows, workflows, security roles) Practical experience with Power Platform (Power Apps, Power Automate, Dataverse) Microsoft certifications are a strong plus (MB-210, MB-230, PL-200) Excellent English (business fluent – written and spoken) is mandatory German language skills are an advantage, but not a must Strong consulting
skills
- structured analysis, clear communication, stakeholder management
- Ability to work independently and deliver high-quality documentation Development experience is a plus (JavaScript, plugins, C# / .NET, custom APIs) – consultant profile first
- Experience with German mid-market or DACH sales/service processes is welcome, not required What we can offer you High-impact consulting work with real German companies from Pristina Variety across Sales and Customer Service instead of a single-module role
- Support for Microsoft certifications and new Dynamics / Copilot features
- Competitive salary package based on experience and certifications Modern working environment in Pristina with flexible / hybrid options International team, short decision paths and real ownership Growth path toward Senior Consultant or Solution Architect How to Apply Please send your CV (in English), a short motivation letter and relevant Microsoft certificates to email: Recruiting@ime.io