Microsoft Dynamics 365 CRM – Functional Consultant

Job Title:

Microsoft Dynamics 365 CRM – Functional Consultant (Sales, Customer Service, Customer Insights (Marketing))

Location:

Bengaluru

WFO

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:

o  Entities, forms, views, and dashboards

o  Workflows, business rules, and process flows

o  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.

Roles & Responsibilities

About the Role:

As a Microsoft Dynamics 365 CRM – Functional Consultant (Sales, Customer Service, Customer Insights (Marketing)) , you will play a crucial role in enhancing and implementing CRM solutions tailored to meet client needs. You will engage with stakeholders to gather requirements, define project goals, and ensure effective deployment of the Dynamics 365 platform. Your insights will help drive business process improvements and enhance customer engagement strategies.

\About the Team:

You will be part of a dynamic and collaborative team that focuses on providing innovative technology solutions. The team comprises experienced professionals who are passionate about leveraging Microsoft Dynamics 365 to solve complex business challenges. You will work closely with developers, project managers, and client representatives to ensure successful project delivery and customer satisfaction.

You are Responsible for:

• Conducting needs assessments and providing recommendations for CRM system enhancements.

• Configuring and customizing Dynamics 365 to align with business requirements.

• Developing and delivering training sessions for end-users to maximize system adoption.

• Collaborating with cross-functional teams to ensure seamless integrations with other business systems.

• Monitoring system performance and providing ongoing support to users.

To succeed in this role – you should have the following:

• Strong knowledge of Microsoft Dynamics 365 CRM functionalities and best practices.

• Proven experience in business analysis and requirements gathering for CRM projects.

• Excellent problem-solving skills and the ability to communicate complex concepts clearly.

• Familiarity with data migration processes and CRM implementation methodologies.

• A commitment to continuous learning and staying updated with the latest CRM trends and technologies.

Skills to be evaluated on

D365-CRM-Sales-Customer-Service-Customer-Insights-OR-Marketing

Mandatory Skills

D365 CRM, Sales, Customer Service, Customer Insights OR Marketing

Desirable Skills

D365 CRM, Sales, Customer Service, Customer Insights OR Marketing