Senior Dynamics 365 Customer Service and Functional Consultant

Remote

Required Qualifications

- 7+ years of CRM functional consulting, including 4+ years with Dynamics 365 Customer Service.
- Lead functional role on at least two Dynamics 365 Customer Service, Omnichannel or Contact Center implementations.
- Hands-on configuration of unified routing, digital channels, and agent and supervisor experiences.
- Robust experience with case management, SLAs, entitlements and knowledge management.
- Understanding of contact centre operations and KPIs (e.g. service level, AHT, FCR, occupancy, CSAT).
- Agile delivery experience, including backlog management in Azure DevOps or Jira.

Preffered Qualifications

- Voice channel configuration, including IVR journeys built with Copilot Studio.
- Familiarity with workforce management concepts (forecasting, scheduling, adherence).
- Power Automate experience for process automation.
- Migration from a legacy contact centre or other CCaaS platform.
- Public-sector or regulated-industry experience; multilingual deployments.

📌 Senior Dynamics 365 Customer Service and Functional Consultant (India)
🏢 REACH Energy
📍 India