Solution Consultant
HCLTechBengaluru, Karnataka, India23 hours ago
Job descriptionExperience : 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.
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
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Solution Consultant • Bengaluru, Karnataka, India
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