Dynamics 365 Customer Service Consultant

We are seeking a skilled and motivated Dynamics 365 Customer Service Consultant to join our growing team. The ideal candidate will have hands-on experience in implementing, configuring, and supporting Dynamics 365 Customer Service solutions while working closely with clients to understand business requirements and deliver high-quality CRM solutions.

Key Responsibilities:

• Implement, configure, and customize Dynamics 365 Customer Service modules.
• Work with clients to gather requirements and translate them into system solutions.
• Manage Case Management, SLA setups, Knowledge Base, Queues, Routing, and Omnichannel configurations.
• Integrate Customer Service with other Dynamics 365 and Power Platform applications.
• Create dashboards, views, and reports for improved customer service operations.
• Perform data migration, testing, troubleshooting, and go-live support.
• Provide training, documentation, and post-implementation support to clients.
• Collaborate with cross-functional teams including developers, QA, and project managers.

Required Skills & Qualifications:

• 2–3 years of experience in Dynamics 365 Customer Service implementations.
• Strong knowledge of:
• Case Management
• SLAs & Entitlements
• Queues, Routing, and Automatic Record Creation rules
• Customer Service Insights
• Omnichannel (advantageous)
• Hands-on experience with Power Platform (Power Apps, Power Automate, Dataverse).
• Understanding of CRM best practices and Microsoft business applications.
• Excellent problem-solving and communication skills.

Preferred Qualifications:

• Microsoft Certification: MB-230 – Dynamics 365 Customer Service Functional Consultant (optional but preferred)
• Experience with integrations and customizations
• Experience working in an IT services or consulting environment

What we offer:

• Competitive salary
• Leave Encashment
• Paid Leaves
• Bi-Annual Pay Review
• Yearly Pay Review
• Annual Bonus
• Milestone Achievement Bonus
• Employee Gratuity
• Growth-based increment
• Fuel allowance
• GYM Allowance
• Internet / Mobile Allowance
• Accommodation
• Free or Subsidized Meals
• Medical (OPD, IPD)
• Annual Trip
• Recreational Activities
• Sporadic training opportunities

The opportunity to work with amazing talent in a fast-growing company that really values its team.