Job Title - GN - SONG - Service - Microsoft CRM - Senior Manger

Management Level:06/Senior Manager

Location:Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai

Must have skills:Microsoft Dynamics 365 Customer Relationship Management (CRM) Functional

Good to have skills:Contact Centre Platform

Experience:Minimum 13+ years of experience is required

Educational Qualification:MBA/PGDM from tier 1 or 2

Job Summary:
You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.

Areas of Work:Microsoft Business Analyst/Functional Consultant MS D365 Customer Service Marketing, Service module

Roles Responsibilities:As part of these, you will drive the following:-
- Serve as CRM solution consultant and if required, perform hands-on delivery of customer interaction solution (Microsoft Dynamics 365 Customer Service, Marketing Sales modules)
- Requirements Gathering: Collaborate with stakeholders to understand their business needs and objectives. Elicit, document,



and analyze business requirements and processes.
- Process Mapping: Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare transparent and concise documentation, including business requirements documents, use cases, and user stories.
- Solution Design: Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.
- Process Optimization: Analyze and redesign business processes to maximize efficiency and effectiveness. Recommend and implement improvements in collaboration with client teams.
- Deploy understanding of detailed MS Dynamics CRM configuration:Use customization and MS Dynamics 365 CRM architecture landscape
- Use prior experience with MS Dynamics 365 CRM configuration:Apply thorough knowledge hands-on experience of MS Dynamics Customer

📌 ACN GN (Bengaluru)
🏢 Accenture
📍 Bengaluru