Note: Role is open for PAN India

- Robust 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 strong client relationships while providing consultative guidance and strategic recommendations.

- Present solutions and project updates confidently to business and executive stakeholders.

- Leverage Power Platform components including Power Apps, Power Automate, and Power BI to enhance customer service processes.

- Support modernization initiatives by recommending automation, AI-driven customer service capabilities, and process optimization opportunities.

- Ensure solution compliance with security, governance, and organizational standards.

- Mentor junior team members and contribute to team capability development and knowledge sharing.

Required Skills

- MS Dynamics 365 Customer Service

- MS Dynamics 365 CE

- Contact Center / Customer Service Operations

- Omnichannel for Customer Service

- Power Platform (Power Apps, Power Automate)

- MS Azure

Preferred Certifications

- MS Certified: Power Platform App Maker Associate

- AZ-204: MS Azure Developer Associate

- ISTQB Certified Tester

- Oracle Certified Professional, Java SE 8 Programmer

- Digital Marketing Certification (Preferred)

📌 Microsoft Dynamics Consultant (Bangalore Urban)
🏢 Genpact
📍 Bangalore Urban