Note: Role is open for PAN India
• Solid 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 (India)
🏢 Genpact
📍 India