Senior Dynamics 365 Customer Service & Omnichannel 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. Preferred 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 (India)
🏢 REACH Energy
📍 India