2-Month Contract(Extendable)

Role summaryWe are looking for a Dynamics 365 Customer Engagement consultant to handle the configuration and implementation of a Dynamics 365 Contact Center solution, translating business requirements into working solution components. This is a hands-on configuration role, not a pro-code development role: the majority of the work sits in the Customer Service and Omnichannel admin centres, Power Platform, and Dataverse.The engagement is short and fixed. You will be productive from week one, working directly with business stakeholders to shape and build the solution rather than ramping into an existing team.What you'll doConfigure and administer Dynamics 365 Contact Center and Dynamics 365 Customer ServiceSet up Omnichannel for Customer Service — channels, workstreams, unified routing rules, queues, SLAs, and agent experience configurationConfigure Dataverse: tables, relationships, forms, views, business rules, security roles, and data managementBuild business process and workflow automation using Power Automate, business process flows,



and Power Apps (model-driven and canvas)Run requirements gathering and solution design workshops with business and operations stakeholders, and document the resulting designSupport user adoption — configuration walkthroughs, UAT support, agent and supervisor enablement, and knowledge transfer at handoverMust haveDemonstrable hands-on configuration of

Omnichannel for Customer Service

— you have personally set up channels, workstreams, and unified routing rules in a live environmentDynamics 365 Customer Service configuration and administrationDataverse configuration and data managementPower Platform: Power Apps and Power AutomateBusiness process and workflow configurationExperience running requirements gathering and solution design workshopsContact centre domain understanding — queues, routing, SLAs, case lifecycle, agent and supervisor workflowsExperience supporting training and user adoptionBachelor's degree in Information Technology, Computer Science, Business Information Systems, or a related field

📌 CRM Developer (Mumbai)
🏢 StarZen
📍 Mumbai