Microsoft Dynamics Consultant

Note: Role is open for PAN India
Strong senior level hands-on experience in MS Dynamics 365 CE with a strong focus on Customer Service or Contact Center implementations.
Configure and customize Dynamics 365 Customer Service modules including Case Management, Knowledge Base, Queues, Routing Rules, SLAs, Entitlements, and Omnichannel capabilities.
Gather, analyze, and document business requirements for customer service and contact center transformation initiatives.
Design and implement scalable customer service solutions aligned with business objectives and industry best practices.
Work closely with business stakeholders, product owners, and support teams to optimize customer service processes and improve agent productivity.
Configure Contact Center functionalities including agent workspace, chat, voice, digital channels, and customer interaction management.
Drive requirement workshops, solution design sessions, and fit-gap analysis with clients.
Support Agile project delivery by participating in sprint planning, backlog grooming, daily stand-ups, reviews, and retrospectives.
Collaborate with cross-functional teams including developers, architects, testers, and business analysts to deliver end-to-end solutions.
Implement integrations between Dynamics 365 CE and external applications using APIs, Power Platform, and Azure services.
Create functional specifications, user stories, process flows, and solution documentation.
Perform system testing, user acceptance testing (UAT), defect management, and production deployment support.
Lead change management activities and support user adoption through training, demonstrations, and knowledge transfer sessions.
Utilize Design Thinking principles to identify opportunities for service improvement and enhanced customer experience.
Monitor and manage project risks, issues, dependencies, and mitigation plans.
Build and maintain strong client relationships while providing consultative guidance and strategic recommendations.
Present solutions and project updates confidently to business and executive stakeholders.
Leverage Power Platform components including Power Apps, Power Automate, and Power BI to enhance customer service processes.
Support modernization initiatives by recommending automation, AI-driven customer service capabilities, and process optimization opportunities.
Ensure solution compliance with security, governance, and organizational standards.
Mentor junior team members and contribute to team capability development and knowledge sharing.
Required Skills
MS Dynamics 365 Customer Service
MS Dynamics 365 CE
Contact Center / Customer Service Operations
Omnichannel for Customer Service
Power Platform (Power Apps, Power Automate)
MS Azure
Preferred Certifications
MS Certified: Power Platform App Maker Associate
AZ-204: MS Azure Developer Associate
ISTQB Certified Tester
Oracle Certified Professional, Java SE 8 Programmer
Digital Marketing Certification (Preferred)

Work arrangement
Hybrid