Microsoft Dynamics 365 CRM – Functional Consultant

3 weeks ago

Bengaluru, India Visionet Systems Inc. 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.

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