Microsoft Dynamics 365 Functional Consultant

3 weeks ago

Bengaluru, India Visionet Systems Private Limited. Full time

Job Title : Microsoft Dynamics 365 CRM - Functional Consultant (Sales, Customer Service, Customer Insights (Marketing))


Location : Bengaluru


Language 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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