Functional Consultant - Dynamics 365 Customer Service

About the position

JD

Functional Consultant - Dynamics 3 65 Customer Service

Function

Functional Consultant Dynamics 365 Customer Service will join one of the Project/Service Delivery.

As our Functional Consultant CS, you…

• Are responsible for implementing CS solutions that support a life cycle within domains as customer service, marketing, sales and field service so that it can run efficiently and effectively.

• facilitate requirements gathering workshops and think along with the customer

• work shoulder-to-shoulder with Project/Support team and customer

• translate business functional, non-functional requirements into a solution

• configure and expand the core functionality using Power Platform components

• verify the solution to guarantee quality of the solution

• document the solution

• contribute to key user training

• contribute to growing our CS capabilities and product offering

Our ideal candidate…

• Knowledge of Power Platform: Strong understanding and experience with the Power Platform ecosystem. Microsoft Power Platform certifications are a plus.

• Proficiency with Dynamics 365 Customer Service: Advanced knowledge of Microsoft Dynamics 365 Customer Service and its core features (such as case management knowledge management, etc.).

• Integration expertise: Understanding of how Microsoft Dynamics 365 Customer Service integrates with a Customer Information System (CIS) for seamless operations. Necessary to have familiarity with the Dual Write concept.

• Consulting experience: Prior consulting experience in implementing Microsoft Dynamics 365 Customer Service, including working with clients to understand their needs and delivering effective solutions.

• Willingness to learn: Eager to learn and adapt to our unique software layer built on top of Microsoft Dynamics 365 Customer Service.

• Problem-solving skills: Strong analytical skills to identify and resolve issues, with a particular focus on troubleshooting problems, including those related to deployment.

• Low-Code/No-Code experience: Hands-on experience with low-code/no-code development, particularly within Power Platform, to build solutions with minimal coding effort.

• Experience in working with Omni channel is a plus.

• Has at least 5 years of proven knowledge and experience in Microsoft Dynamics 365 CS domain. Knowledge in Sales and Marketing & Field Services will be an added advantage.

• Fluent in English (oral and written)

• MS certifications in related domains are considered a plus, willing to go for one or multiple certificates is that too (Microsoft Dynamics 365 Fundamentals CRM and/or ERP, MS Power Platform Fundamentals, MS Power Platform Functional Consultant Associate, Microsoft Dynamics 365 Sales/Marketing/Customer Service/Field Service Functional Consultant Associate)

Place of work