MS Dynamics Consultant

Responsibilities:
You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance
Serve as CRM solution consultant and, if required, perform hands-on delivery of customer interaction solutions (Microsoft Dynamics 365 Customer Service, Marketing and Sales modules).
Requirements Gathering: Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyse business requirements and processes.
Process Mapping: Create detailed process maps and workflows to analyse and illustrate current and future-state processes. Identify bottlenecks and areas for optimisation. Prepare clear and concise documentation, including business requirements documents, use cases, and optimisation.
Solution Design: Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organisational changes.
Process Optimisation: Analyse and redesign business processes to maximise efficiency and effectiveness. Recommend and implement improvements in collaboration with client teams.
Deploy understanding of detailed MS Dynamics CRM configuration: Use customization and MS Dynamics 365 CRM architecture and landscape
Use prior experience with MS Dynamics 365 CRM configuration: Apply thorough knowledge and hands-on experience of MS Dynamics Customer Service, Marketing and Sales modules as well as Power Platform expertise.
Work with the client and implementation team: conduct design sessions and requirement-gathering sessions; drive backlog grooming sessions; create user stories and acceptance criteria; and give regular working demos to all stakeholders during sprint reviews and functional testing, solution design and implementation activities.
Be a member and/or lead the project delivery workstream across phases.
Extensive Microsoft D365 Customer Service, Marketing and Sales Implementation experience and developing enhancements: Across the life cycle with multiple geographies and work as a CRM solution consultant.
Provide best practices, direction and intelligent approaches based on MS Dynamics 365 CRM standards.
Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.
Develop knowledge of prevailing trends, financials, and operating drivers across multiple industry segments.
Participate in pre-sales activities including response to RFPs, creating Proof of Concept (POC), creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.
Participate in practice-specific initiatives including creating a 'Point of View', creating reusable assets on the industry-wise Sales Life cycle, performing analysis on industry research and market trends, bringing in innovative solutions, etc.
Participating in growing the MS Dynamics practice.
Requirements:
Must have skills: Microsoft Dynamics 365 Customer Relationship Management (CRM).
Good skills to have: digital transformation.
Areas of Work: Microsoft Business Analyst/Functional Consultant - MS D365 Customer Service and Marketing and Sales modules.
Professional and Technical Skills:
Leverage expertise in designing key tools: Apply the 5-6 years of expertise in MS Dynamics CRM 365 Customer Service, Marketing and Sales, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Sales and Service Process, D365 Marketing features and Automation.
Enable MS Dynamics 365 CRM solution: Apply this to facilitate building solutions on the MS Dynamics CRM ecosystem (Customer Service, Marketing, Sales, etc. ).
Apply key business Analysis skills: Focus on process analysis and designing/redesigning customer service and marketing processes with the purpose of resolving process bottlenecks and pain areas.
Hands-on with MS Dynamics 365 Customer Service, Marketing, and Sales - Power Platform knowledge.
Good to Have:
Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.
Ability to work in high-paced and complex projects and understand industry-specific customer service processes, marketing and campaigning processes, operations and functional needs.
Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project.
Project management experience, including the ability to manage multiple projects simultaneously. Familiarity with project management methodologies (e. g., Agile, Waterfall).
Ability to articulate the business value of recommendations/plans/strategies.
Excellent analytical and problem-solving skills.
Strong understanding of business processes, workflows, and systems.
Thorough understanding of the MS Dynamics CRM framework and integration with internal and external components. Technical implementation experience - not mandatory but good to have.
Maximise deep skills to manage stakeholder expectations: Engage in resolving issues and risks for the success of the project and the MS Dynamics 365 CRM framework and integration.
Deep dive with MS Dynamics 365 CRM certification: Certification in one or more of these focused solution areas - Service/Marketing/Sales Functional Consultant.
Additional Information:
Minimum 5-6 years of experience working on a CRM platform (preferably Microsoft Dynamics 365 / nice to have exposure to Salesforce CRM) / digital transformation / experience design / business analysis, including understanding of customer service, marketing or sales as functions.
It's good to have MS CRM technical experience, also.
Good to have Salesforce CRM experience.
Must have certification in MS Dynamics 365 CRM Customer Service, Marketing and Sales.
Must have worked on proposals and contributed to business development work and must have experience in sales pitches and presales activities.
Good to have managed small teams and supported the growth of new offerings and capabilities.
Must have worked as a product owner in implementation projects for MS Dynamics 365 Customer Service, Marketing and Sales transformation projects.
Must have worked in the implementation of case management, routing, entitlements, SLA, knowledge management (full customer service life cycle), marketing campaigns, designing customer journeys, social media channel marketing, lead-to-quote, etc. in the MS Dynamics 365 Customer Service, Marketing and Sales platforms.
Must have experience in defining user stories and refining them in Jira/DevOps to make them ready for the development team.
Strong oral and written communication skills, including presentation skills.
Has an inquisitive nature with a strong desire to learn.
At least delivered 3-4 CRM transformation programmes both in onsite and offsite client-facing roles, and an MBA is preferred.
Good to have experience in North America/Canadian projects.

Experience
5-9 yrs