Senior Dynamics 365 Customer Service & Contact Center Functional Consultant

Key Responsibilities
• Lead requirements workshops and functional design sessions.
• Configure Omnichannel, digital channels, Unified Routing, queues, and agent workspaces.
• Manage case management, SLAs, entitlements, and knowledge management.
• Configure Copilot features and support self-service using Copilot Studio.
• Lead functional testing, UAT, go-live, and hypercare.
• Review deliverables and mentor junior consultants. Requirements
• 7+ years of CRM functional consulting experience.
• 4+ years of Dynamics 365 Customer Service experience.
• Led at least two D365 Customer Service, Omnichannel, or Contact Center implementations.
• Hands-on experience with Unified Routing, digital channels, case management, and agent/supervisor experiences.
• Solid knowledge of Power Platform and Azure DevOps or Jira.
• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) — required.

📌 Senior Dynamics 365 Customer Service (India)
🏢 Reach Group
📍 India