Dynamics 365 Customer Service Functional Consultant

Job Summary

We are seeking an experienced Microsoft Dynamics 365 Customer Service Consultant with 5+ years of experience in implementing, configuring, and supporting Dynamics 365 Customer Service solutions. The ideal candidate will possess strong expertise in customer service processes, case management, omnichannel engagement, knowledge management, SLA management, and Power Platform technologies. The role involves working closely with business stakeholders to design and deliver customer-centric solutions that enhance service operations and customer experience.

Key Responsibilities

• Gather, analyze, and document business requirements related to customer service operations.
• Configure and implement Microsoft Dynamics 365 Customer Service solutions.
• Design and manage Case Management, Entitlements, Service Level Agreements (SLAs), Queues, Routing Rules, Knowledge Management, and Customer Service Workspace.
• Configure and support Omnichannel for Customer Service, including chat, SMS, email, and social channels.
• Implement automated workflows using Power Automate and business process flows.
• Configure customer journeys, agent productivity tools, and service dashboards.
• Integrate D365 Customer Service with ERP systems, third-party applications, and communication platforms.
• Perform system testing, UAT support, defect resolution, and deployment activities.
• Create solution design documents, user guides, and training materials.
• Provide production support and troubleshoot application issues.
• Collaborate with developers, architects, business analysts, and project managers in Agile/Scrum environments.

Required Skills

• 5+ years of experience working with Microsoft Dynamics 365 CE/CRM.
• Minimum 5+ years of hands-on experience in Dynamics 365 Customer Service.
• Strong understanding of Case Management, Entitlements, Knowledge Base, Queue Management, Routing Rules, SLA Configuration, Customer Service Workspace, and Agent Experience.
• Experience with Omnichannel for Customer Service.
• Strong working knowledge of Dataverse, Power Apps, Power Automate, Business Rules, Security Roles, and Forms and Views.
• Experience with integrations using Azure Logic Apps, Azure Functions, REST APIs, and Web Services.
• Knowledge of reporting and dashboards using Power BI.
• Experience with data migration and deployment activities.

Preferred Skills

• Experience with Dynamics 365 Contact Center or Telephony Integration.
• Experience with Copilot for Customer Service.
• Understanding of Customer Insights and Customer Voice.
• Experience integrating Dynamics 365 with SAP, Salesforce, or other enterprise applications.
• Exposure to Power Virtual Agents / Copilot Studio chatbots.
• Knowledge of Azure cloud services and integration frameworks.

Educational Qualification

• Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.