High Impact Dynamics 365 Customer Service Consultant

2 weeks ago

Bengaluru, Karnataka, India beBeeDynamics Full time ₹ 80,00,000 - ₹ 1,20,00,000
Job Title: Dynamics 365 Functional Consultant

Location: Bengaluru

Language Requirement: Excellent English communication skills (spoken and written)

We are seeking a seasoned professional with in-depth knowledge of Microsoft Dynamics 365 Customer Service to lead a high-impact digital transformation project for an enterprise client. 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 workshops and requirement-gathering sessions with stakeholders.
- Analyze business processes and translate them into functional specifications and solution designs.
- Prepare detailed documentation including 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, 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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