Microsoft Dynamics 365 Functional Consultant

1 week ago

Bengaluru, India Visionet Systems Private Limited. Full time

Job Title : Microsoft Dynamics 365 CRM - Functional Consultant (Sales, Customer Service, Customer Insights (Marketing))Location : BengaluruLanguage Requirement : Excellent English communication skills (spoken and written)Role Overview : We are seeking an experienced Functional Consultant with deep expertise in Microsoft Dynamics 365 Customer Service to join a high-impact digital transformation project for a global enterprise client in the specialty chemicals domain.The consultant will play a key role in gathering requirements, designing solutions, and configuring the D365 platform to meet business needs, with a focus on Customer Service, and potential involvement in Sales and Customer Insights modules.Key Responsibilities : - Lead functional workshops and requirement-gathering sessions with business stakeholders.- Analyze business processes and translate them into functional specifications and solution designs.- Prepare detailed documentation including Functional Requirement Documents (FRDs) and Fit-Gap analyses.Configure and customize D365 Customer Service including :- Entities, forms, views, and dashboards.- Workflows, business rules, and process flows.- Queues, SLAs, and case management.- Collaborate with technical teams for custom development and integrations.- Support testing (SIT/UAT), training, and deployment activities.- Provide functional input for Sales and Marketing modules if the engagement extends.- Ensure alignment with best practices and maintain high-quality delivery standards.Required Skills & Experience : - 7+ years of hands-on experience with the Microsoft Dynamics 365 platform.- Proven expertise in D365 Customer Service module; exposure to Sales and Customer Insights is a plus.- Strong understanding of CRM processes including case management, service scheduling, SLAs, and knowledge base.- Proficient in system configuration and customization (no-code/low-code).- Experience working in Agile/Scrum environments.- Excellent communication and stakeholder management skills.- Ability to work independently and collaboratively in a global delivery model.Preferred Qualifications :- Microsoft certifications in Dynamics 365 (e.g., MB-230 : Microsoft Dynamics 365 Customer Service Functional Consultant).- Experience with Power Platform (Power Automate, Power Apps).- Exposure to D365 Marketing or Power Pages is a plus. (ref:hirist.tech)

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