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MS Dynamics 365 Consultant

We are seeking an experienced Senior Dynamics 365 Consultant with strong expertise in Dynamics 365 Customer Service and hands-on experience with Microsoft Copilot capabilities. The ideal candidate will play a key role in designing, implementing, and enhancing solutions while collaborating closely with the Product Owner to deliver high-value features aligned with product vision and roadmap.

Key Responsibilities

Lead the design, configuration, and implementation of Dynamics 365 Customer Service solutions
Collaborate closely with the Product Owner to understand product backlog, priorities, and user stories
Translate product requirements into scalable and efficient Dynamics 365 solutions
Implement and optimize Copilot (AI-powered features) within Dynamics 365 to enhance productivity and customer experience
Customize and configure entities, workflows, business rules, and integrations
Work within Agile teams, contributing to sprint planning, backlog refinement, and reviews
Ensure seamless integrations with external systems (APIs, Azure services, third-party tools)
Conduct testing, documentation, and user enablement activities
Provide ongoing support and continuous improvement aligned with product roadmap
Mentor junior team members and contribute to best practices

Required Qualifications

Bachelor's degree in Computer Science, IT, or related field
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (mandatory)
5+ years of experience in Dynamics 365 Customer Service / CE
Proven experience with Dynamics 365 Copilot / AI features
Strong knowledge of case management, SLAs, queues, and knowledge base
Experience with Power Platform
Solid understanding of Dataverse and security models
Experience integrating with Azure services and APIs

Preferred Skills