Note: Role is open for PAN India

• Strong senior level hands-on experience in MS Dynamics 365 CE with a strong focus on Customer Service or Contact Center implementations.
• Configure and customize Dynamics 365 Customer Service modules including Case Management, Knowledge Base, Queues, Routing Rules, SLAs, Entitlements, and Omnichannel capabilities.
• Gather, analyze, and document business requirements for customer service and contact center transformation initiatives.
• Design and implement scalable customer service solutions aligned with business objectives and industry best practices.
• Work closely with business stakeholders, product owners, and support teams to optimize customer service processes and improve agent productivity.
• Configure Contact Center functionalities including agent workspace, chat, voice, digital channels, and customer interaction management.
• Drive requirement workshops, solution design sessions, and fit-gap analysis with clients.
• Support Agile project delivery by participating in sprint planning, backlog grooming, daily stand-ups, reviews,



and retrospectives.
• Collaborate with cross-functional teams including developers, architects, testers, and business analysts to deliver end-to-end solutions.
• Implement integrations between Dynamics 365 CE and external applications using APIs, Power Platform, and Azure services.
• Create functional specifications, user stories, process flows, and solution documentation.
• Perform system testing, user acceptance testing (UAT), defect management, and production deployment support.
• Lead change management activities and support user adoption through training, demonstrations, and knowledge transfer sessions.
• Utilize Design Thinking principles to identify opportunities for service improvement and enhanced customer experience.
• Monitor and manage project risks, issues, dependencies, and mitigation plans.
• Build and maintain solid client relationships while providing consultative guidance and stra

📌 Microsoft Dynamics Consultant (India)
🏢 Genpact
📍 India