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.
- Robust 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 & Contact Center Functional Consultant (India)
🏢 Reach Group
📍 India