Position - CRM Functional Consultant

Location - Bangalore

Experience - 8+ years

JOB DESCRIPTION-

Role Overview:

We are seeking an experienced Functional Consultant with deep expertise in Microsoft Dynamics 365 Customer Service to join a high-impact digital transformation project for a global enterprise client in the specialty chemicals domain. The consultant will play a key role in gathering requirements, designing solutions, and configuring the D365 platform to meet business needs, with a focus on Customer Service, and potential involvement in Sales and Customer Insights modules.
-Key Responsibilities:
Lead functional workshops and requirement-gathering sessions with business stakeholders.
Analyze business processes and translate them into functional specifications and solution designs.
Prepare detailed documentation including Functional Requirement Documents (FRDs) and Fit-Gap analyses.
Configure and customize D365 Customer Service including:

o Entities, forms, views, and dashboards

o Workflows, business rules, and process flows

o Queues, SLAs,



and case management
Collaborate with technical teams for custom development and integrations.
Support testing (SIT/UAT), training, and deployment activities.
Provide functional input for Sales and Marketing modules if the engagement extends.
Ensure alignment with best practices and maintain high-quality delivery standards.
Required Skills & Experience:
7+ years of hands-on experience with the Microsoft Dynamics 365 platform.
Proven expertise in D365 Customer Service module; exposure to Sales and Customer Insights is a plus.
Robust understanding of CRM processes including case management, service scheduling, SLAs, and knowledge base.
Proficient in system configuration and customization (no-code/low-code).
Experience working in Agile/Scrum settings.
Excellent communication and stakeholder management skills.
Ability to work independently and collaboratively in a global delivery model.

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