MS Dynamics 365 Customer Service Functional Consultant

About the role

Job Summary - We are seeking an experienced Microsoft Dynamics 365 Customer Service Consultant with 5+ years of experience in implementing, configuring, and supporting Dynamics 365 Customer Service solutions. The ideal candidate will possess strong expertise in customer service processes, case management, omnichannel engagement, knowledge management, SLA management, and Power Platform technologies.

What you'll do

• Gather, analyze, and document business requirements related to customer service operations
• Configure and implement Microsoft Dynamics 365 Customer Service solutions
• Service Level Agreements (SLAs)
• Configure and support Omnichannel for Customer Service, including chat, SMS, email, and social channels
• Implement automated workflows using Power Automate and business process flows

What you need

• 5–9 yrs of experience
• Microsoft Dynamics
• Customer service
• REST APIs
• Power Automate
• Azure
• CRM
• B.Tech or B.E. or B.Sc or BCA

Good to have

• Salesforce
• SAP
• Power Apps
• Power BI
• ERP