We are seeking an experienced Microsoft Dynamics 365 CRM Subject Matter Expert (SME) with strong expertise in Dynamics 365 Customer Engagement (CE), Microsoft Copilot, and AI-powered business solutions. The candidate will drive CRM transformation initiatives, leverage Generative AI capabilities, and design intelligent automation solutions to improve customer engagement, productivity, and business outcomes.
The ideal candidate should possess deep functional and technical knowledge of Dynamics 365 Sales, Customer Service, Marketing, Power Platform, and emerging Microsoft AI technologies, including Copilot Studio, Azure OpenAI, AI Builder, and Agentic AI solutions.
Ideal Candidate Profile
- 812+ years of CRM consulting experience.
- 3+ years of Dynamics 365 CE implementation experience.
- Hands-on experience with Microsoft Copilot and GenAI solutions.
- Strong stakeholder management and consulting skills.
- Experience leading large-scale digital transformation programs.
Key Responsibilities
Dynamics 365 CRM Leadership
- Serve as SME for Microsoft Dynamics 365 CRM solutions.
- Lead requirement gathering workshops and translate business requirements into scalable CRM solutions.
- Design and implement solutions across:
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Dynamics 365 Marketing/Customer Insights
- Field Service (preferred)
- Define CRM roadmap and best practices.
Copilot & AI Enablement
- Drive adoption of Microsoft Copilot for Dynamics 365.
- Identify and implement AI use cases such as:
- AI-powered customer insights
- Automated case summarization
- Email generation and response recommendations
- Intelligent lead qualification
- Chance forecasting
- Knowledge article generation
- Conversational AI assistants
- Build AI-powered agents using Copilot Studio.
Power Platform & Automation
- Design automation solutions using:
- Power Automate
- Power Apps
- AI
📌 Urgent Opening For MSD 365 CE CRM with Microsoft Copilot (Delhi)
🏢 Genpact
📍 Delhi
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