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Business Solutions Consultant

Business Solutions Consultant

HCLTechBengaluru, Republic Of India, IN
30+ days ago
Job description

Your Responsibilities

  • Lead and participate in requirement-gathering workshops with business stakeholders.
  • Analyze business processes and translate them into effective Dynamics 365 Customer Service solutions.
  • Configure and customize Customer Service components such as Cases, Queues, SLAs, Entitlements, Routing, and Knowledge Base.
  • Leverage Power Platform capabilities (Power Apps, Power Automate, Power BI, Dataverse) to extend CRM functionality.
  • Design and oversee Azure integrations using Logic Apps, Service Bus, Function Apps, and API Management.
  • Work closely with Solution Architects and Technical Teams to ensure scalability, performance, and compliance with enterprise architecture.
  • Prepare functional design documents, configuration guides, and end-user training materials.
  • Support testing, UAT, deployment, and post-implementation stabilization activities.
  • Drive continuous improvement through governance, best practices, and process optimization.
  • Foster collaboration and knowledge sharing across teams and geographies.

Required Competencies

  • Experience : 7+ years overall IT experience, with 5+ years in Dynamics 365 Customer Service solution consulting and delivery.
  • Functional Expertise : Deep knowledge of D365 CE Customer Service (Case Management, SLAs, Entitlements, Knowledge Base, Omnichannel).
  • Preferred Domain Knowledge : Experience working with Manufacturing industry processes and exposure to other Dynamics 365 CE modules such as Sales, Field Service, or Marketing.
  • Power Platform : Proficiency in Power Apps (Canvas / Model-driven), Power Automate, Dataverse, and Power BI.
  • Integration & Technical Knowledge : Familiarity with Azure components (Logic Apps, Service Bus, Function Apps, API Management) and CRM integration patterns.
  • Delivery Skills : Proven track record in requirement gathering, functional design, configuration, testing, and go-live support.
  • Soft Skills : Excellent communication, presentation, and stakeholder management skills.
  • Ways of Working : Exposure to Agile / DevOps delivery models and change management practices.
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    Solution Consultant • Bengaluru, Republic Of India, IN