- We are hiring a Senior Functional Consultant with 8+ years of hands-on Microsoft Dynamics 365 CE/CRM functional experience and 3+ years of dedicated training experience
- The role focuses on Dynamics 365 Customer Service and Contact Center/Omnichannel solution design, functional consulting, user adoption and structured training enablement
- The consultant will lead requirement workshops, fit-gap analysis, configuration of case management, knowledge management, queues, SLAs, entitlements, security and dashboards, along with Omnichannel routing, workstreams, capacity profiles, chat, voice and messaging channels

- Responsibilities also include developing training decks, SOPs, user manuals, quick reference guides and simulation-based learning; delivering instructor-led, virtual/classroom and train-the-trainer sessions; supporting SIT/UAT, go-live readiness, change management and adoption tracking; and collaborating with architects, technical/integration teams and business stakeholders

- Exposure to AI-enabled contact center capabilities such as Copilot, chatbots, IVR, agent assist and unified customer view is valuable

- Microsoft MB-230 and PL-200 certifications are preferred

- Immediate joiners only.

📌 Dynamics 365 CE Sr. Functional Consultant - Training (Mumbai)
🏢 Contactx Resource Management
📍 Mumbai