Consultant

Job Title:
Dynamics 365 CE Consultant (Client-Facing | Field Service & CCaaS Exposure)

Location:
Hybrid (Delhi-based, with overlap in UK/AUS time zones)

Company:
Dynamics Monk

Experience:
5–10 years

Employment Type:
Full-time

About Dynamics Monk
Dynamics Monk
is a Microsoft Business Applications Partner delivering transformative solutions across
Dynamics 365, Power Platform, and Azure
.

We help clients reimagine customer experience, service management, and business operations through intelligent digital platforms.

Our focus industries include
Healthcare, Fintech, and Public Sector
, with flagship products like
SIRE 2.0
and bespoke implementations for enterprise clients across India, UK, and Australia.

Role Overview
We are looking for an experienced
Dynamics 365 CE Consultant
with hands-on delivery experience in
Field Service
and exposure to
CCaaS integrations
(such as Five9, Genesys, or Amazon Connect).

The consultant will play a
client-facing role
, engaging directly with business and IT stakeholders to define requirements, design scalable solutions, and manage end-to-end project delivery.

This role also involves
leading functional/technical teams
, ensuring quality delivery and alignment with Dynamics Monk's implementation standards.

Key Responsibilities
Lead client workshops to gather business requirements, especially in
Customer Service, Field Service
, and
Contact Center
domains.

Translate requirements into solution blueprints, including configuration, integrations, and business process automation.

Configure and customize
Dynamics 365 CE modules
– especially
Customer Service, Field Service, and Sales
.

Design
omnichannel experiences
integrating CCaaS platforms with Dynamics 365 (CTI, case routing, conversation insights).

Work closely with
technical architects
and
developers
to ensure functional alignment and quality delivery.

Mentor and guide junior consultants or offshore delivery teams during build and UAT phases.

Support pre-sales activities, including demos, PoCs, and proposal inputs for upcoming projects.

Manage stakeholder expectations and communicate delivery status, risks, and dependencies effectively.

Maintain documentation: solution design, configuration guides, test scripts, and user training material.

Required Skills & Experience
5–10 years
of experience in Microsoft Dynamics 365 CE / CRM consulting.

Proven implementation experience with
Field Service
module (work orders, scheduling, resource management, inventory, and mobile app).

Exposure to
CCaaS platforms
(e.g., Five9, Genesys, Amazon Connect, Twilio, or Dynamics Omnichannel).

Strong knowledge of
Power Platform
– Power Apps, Power Automate, and Dataverse.

Hands-on with
configuration, customization, and integration
using JavaScript, plugins, Power Fx, or Azure connectors.

Experience managing small to medium-sized teams (2–6 members) in client delivery or support environments.

Excellent client communication, stakeholder management, and presentation skills.

Microsoft certifications in
Dynamics 365 CE Functional Consultant
,
Field Service
, or
Power Platform
(preferred).

Good to Have
Experience integrating
Dynamics 365 with CCaaS / Telephony / Bot frameworks
.

Knowledge of
Azure DevOps
,
ALM
, and CI/CD practices.

Familiarity with
SLA, case management, omnichannel routing, and AI-driven service insights
.

Understanding of
industry-specific CE implementations
(Healthcare or Public Sector preferred).

Why Join Dynamics Monk
Opportunity to work on
global client engagements (RAUG, NHS, Housing, and Gov projects)
.

Exposure to
cross-domain integrations
(Field Service + CCaaS + Portals + AI).

Empowered environment to take
ownership of delivery
and
lead client conversations
.

Access to
Microsoft Partner training, certifications
, and learning resources.

Collaborative, flat hierarchy with a focus on innovation and delivery excellence.