DT Business Process Design Sr. Specialist Dynamic Process Analyst (with AI Focus)

• Mexico - Distrito Federal - Mexico D.F.

Key Responsibilities:

• Analyze CRM-related business processes and identify opportunities for AI-enhanced automation, predictive workflows, and guided selling across Sales, Marketing, and Customer Service.
• Design, prototype, and document CRM enhancements that integrate Microsoft AI tools (e.g., Copilot, AI Builder, Dynamics 365 Sales Insights, Azure OpenAI).
• Lead discovery sessions and workshops to uncover pain points, assess automation readiness, and translate goals into AI/ML-enabled CRM functionality.
• Collaborate with technical and data science teams to integrate models (e.g., lead scoring, intent detection, sentiment analysis) into CRM and Power Platform workflows.
• Define CRM metrics and KPIs that are powered by AI-based insights; deliver dashboards and visualizations through Power BI and Dynamics Customer Insights.
• Create user stories, acceptance criteria, and solution roadmaps for agile delivery teams; advocate for AI use cases in sprint planning.
• Support UAT, training, and change management initiatives to drive user adoption of AI-enabled CRM features.
• Monitor data quality, support governance frameworks, and improve how CRM data feeds AI models.
• Stay ahead of Microsoft’s AI roadmap (e.g., Fabric, Copilot Studio) and proactively bring new ideas into the roadmap for CRM and sales enablement.

Required Qualifications:

• Bachelor’s degree in Business, Information Systems, or related field.
• 4+ years of experience with Microsoft Dynamics 365 CRM (Customer Engagement) as a business analyst, product owner, or solution consultant.
• Experience with CRM processes across sales, marketing, and customer service, with emphasis on AI-powered automation and optimization.
• Hands-on exposure to Microsoft AI tools (Copilot, AI Builder, Power Automate, Dataverse, Azure Cognitive Services, or Azure OpenAI).
• Proficient in Power Platform tools including Power BI, Power Apps, and Power Automate.
• Demonstrated ability to define business problems and partner with data/tech teams to deliver AI solutions.
• Strong analytical and stakeholder engagement skills; comfortable working across business and technical domains.
• Familiarity with Agile/Scrum methodologies and iterative solution delivery.

Preferred Skills (Bonus):

• Experience with AI use cases in CRM: lead scoring, customer churn prediction, case routing, email sentiment analysis, etc.
• Integration experience with third-party AI/analytics tools (e.g., Salesforce Einstein, Tableau, or ChatGPT).
• Knowledge of Dynamics 365 modules like Customer Insights, Sales Insights, or Field Service.
• Understanding of prompt engineering, Copilot customization, or GenAI workflow design.
• Microsoft certifications (e.g., PL-200, PL-300, MB-210) are highly valued.
• Professional fluency in English.

• Mexico - Distrito Federal - Mexico D.F.