Urgent Opening For MSD 365 CE CRM Functional

Job description

- **Job Description :** Core Responsibilities - **Requirements Gathering and Analysis**: Lead workshops and meetings with stakeholders to capture and document detailed business requirements, identify pain points, and conduct gap analyses between existing processes and D365 capabilities. - **Solution Design and Configuration**: Design end-to-end functional solutions, leveraging out-of-the-box Dynamics 365 Customer Service and Power Platform features where possible. This includes configuring cases, knowledge management, queues, entitlements, SLAs, security models, and interactive dashboards. - **Contact Center Specialization**: Implement and configure specialized contact center/Omnichannel features, such as unified routing, work streams, capacity profiles, data masking, and authentication settings to manage customer interactions across various channels (chat, email, etc.). - **Documentation and Training**: Create and maintain comprehensive documentation, including functional design specifications, process flows, test scripts, and user manuals. Plan and deliver end-user training sessions and support change management activities to drive user adoption. - **Implementation and Testing**: Collaborate with cross-functional technical teams (developers, architects, integration specialists) to translate functional designs into technical solutions and support delivery throughout the project lifecycle (Agile/SCRUM). Develop and execute test plans (SIT and UAT) to ensure the solution meets business and functional requirements. - **Advisory and Support**: Provide post-go-live support, troubleshoot issues, manage escalations, and recommend continuous improvements to optimize the system and enhance customer satisfaction. Advise clients on Microsoft best practices and emerging technologies like AI/ML and Virtual Agents. - **Minimum Qualifications:** **Experience**: - A minimum of 4-15 years of hands-on experience in implementing and configuring Microsoft Dynamics 365 CRM solutions, with a strong focus on Customer Service or Contact Center solutions. - Proven experience specifically with D365 Customer Service and contact center solutions is essential. - Experience delivering multiple full-cycle implementation projects and managing client expectations. - **Technical Knowledge**: - Deep functional knowledge of the D365 Customer Service module, including case management, knowledge management, queues, routing, entitlements, and SLAs. - Strong understanding and hands-on experience with Microsoft Power Platform (Power Apps, Power Automate, Power BI, Dataverse). - Familiarity with data migration, system integration concepts (APIs, Azure services), and DevOps practices. - **Soft Skills**: - Excellent analytical, problem-solving, and critical thinking abilities. - Exceptional communication, presentation, and stakeholder management skills to work with both technical and non-technical audiences. - Strong self-starter with the ability to manage multiple tasks, work independently, and mentor junior team members. - **Certifications (Preferred)**: - Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230). - Microsoft Certified: Power Platform Functional Consultant (PL-200). - **Skills :** Microsoft Dynamics 365 Project Operations, Microsoft Applications, Microsoft Dynamics 365 Customer Service, Microsoft Dynamic AX, Microsoft Dynamics 365 Sales, Microsoft Dynamics 365 Marketing, Microsoft Dynamics 365 ERP, Microsoft Dynamics 365 for Finance and Operations, Microsoft Dynamics 365 Field Service