Position - CRM Functional Consultant

Location - Bangalore

Experience - 8+ years

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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.

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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.

· Solid 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 environments.

· Excellent communication and stakeholder management skills.

· Ability to work independently and collaboratively in a global delivery model.

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