Microsoft Dynamics Consultant

Job Description :

We are seeking a D365 Techno-Functional Consultant (Customer Service) to design, configure, and support Dynamics 365 Customer Service solutions. The ideal candidate combines functional expertise with technical capabilities, including workflow optimization, system configuration, voice call porting, and integrations with external and internal systems. The role focuses on improving operational efficiency, enhancing customer experience, and ensuring seamless system connectivity.

Key Responsibilities :

Lead client discussions to gather requirements, understand business needs, and translate them into effective D365 Customer Service solutions.

Design, configure, and implement Customer Service modules, including case management, queues, SLAs, and service processes.

Manage voice call porting implementations and integrations with telephony systems.

Integrate D365 Customer Service with external systems, third-party applications, and internal business platforms.

Optimize workflows, monitor solution performance, and provide guidance to technical teams during deployment and support.

Align D365 solutions with business objectives and maintain best practices for functional design, configuration, and maintenance.

Collaborate with Microsoft and other vendors to leverage Azure Cloud and related technologies.

Must-Have Qualifications :

Bachelor’s degree in Computer Science, Information Technology, Business, or related field.

Relevant D365 certifications (MB-230 preferred)

5+ years of experience in Dynamics 365 as a Techno-Functional Consultant or in a similar role.

Strong techno-functional expertise in the Customer Service module .

Strong functional knowledge of Customer Service workflows, case management, and service process optimization .

Hands-on experience with voice call porting and integrating D365 Customer Service with external systems, third-party applications, and internal platforms .

Experience with Azure Cloud and related Microsoft technologies.

Ability to configure, customize, and extend D365 solutions , including workflow automation and Power Platform tools (Power Automate, Power Apps).

Strong analytical, troubleshooting, and problem-solving skills to bridge business and technical requirements.

Excellent communication, influencing, and interpersonal skills for client engagement and cross-functional collaboration.

Nice to haves :

Experience with other D365 modules (Field Service, Sales, Marketing).

Exposure to complex telephony integrations beyond standard voice call porting.