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 :

Nice to haves :