365 Customer Service CRM Functional Consultant

Job Title: 365 Customer Service CRM Functional Consultant

Location:Mumbai

Position Overview:

We are looking for a dynamic and experienced 365 Customer Service CRM Functional Consultant to join our team. The ideal candidate will have a deep understanding of Microsoft Dynamics 365 Customer Service module and extensive experience in implementing and configuring CRM solutions for clients. The candidate should possess strong analytical and problem-solving skills, excellent communication abilities, and the ability to work collaboratively with clients and internal teams to deliver successful CRM implementations.

Responsibilities:

- Collaborate with clients to gather and analyse business requirements for CRM implementations.

- Design and configure Microsoft Dynamics 365 Customer Service module to meet client needs and business objectives.

- Customize CRM forms, views, workflows, and dashboards to optimize user experience and enhance productivity.

- Conduct system testing and quality assurance to ensure that CRM solutions meet functional requirements and performance standards.

- Provide training and support to clients on the use and administration of CRM systems.

- Work closely with project managers, developers, and other stakeholders to deliver projects on time and within budget.

- Stay current with Microsoft Dynamics 365 updates and best practices, and provide recommendations for system enhancements and improvements.

Requirements:

- Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.

- 5-6 years of experience working as a functional consultant on Microsoft Dynamics 365 CRM projects.

- Strong knowledge of Microsoft Dynamics 365 Customer Service module, including configuration, customization, and integration capabilities.

- Experience with CRM implementation methodologies (e.g., Agile, Waterfall) and project management tools.

- Excellent analytical and problem-solving skills, with the ability to translate business requirements into technical solutions.

- Outstanding communication and interpersonal skills, with the ability to build rapport with clients and collaborate effectively with cross-functional teams.

- Having Microsoft Dynamics 365 certifications will be advantage (e.g., MB-230: Microsoft Dynamics 365 for Customer Service).

- Experience with other Microsoft Dynamics 365 modules (e.g., Sales, Marketing) and Power Platform (Power Apps, Power Automate) is a plus.