Dynamics 365 CE Consultant – Support & Integrations (Onsite | Noida)

Location:

Engagement:

Experience:

Joining:

Microsoft Dynamics 365 Customer Engagement (CE) Consultant

The role requires close collaboration with business users, integration teams, and stakeholders to ensure smooth operations and continuous improvement of the CRM ecosystem.

• Provide

  L2/L3 functional and technical support

  for Microsoft Dynamics 365 CE (Customer Service module)
• Troubleshoot and resolve issues related to

  case management, SLAs, queues, routing, workflows, and security roles

• Perform

  root cause analysis (RCA)

  and coordinate resolutions with internal teams and Microsoft support
• Manage users, permissions, queues, and system configurations
• Support CRM upgrades, patches, testing, and production readiness
• Create and maintain

  SOPs, documentation, and user guides

• Provide functional support and assistance to business users

• Support development and rollout of

  CRM enhancements

  , including complaint acknowledgement workflows
• Work with technical teams on

  IVR–CRM integration

  for automatic ticket generation
• Coordinate and support

  WhatsApp integration

  with CRM for customer interactions
• Assist in requirement gathering, UAT, validation, and post-go-live support for integrations
• Track and manage change requests in collaboration with business stakeholders

• 4–7 years of experience with

  Microsoft Dynamics 365 CE / CRM

  (v8.x and above)
• Strong functional understanding of the

  Customer Service module

• Hands-on experience with:
• Case management & SLA configurations
• Queues, routing rules, workflows, and security roles
• Experience supporting

  CRM integrations

  (IVR, CTI, WhatsApp, or third-party systems)
• Working knowledge of

  Power Automate / workflows

  (development experience is a plus)
• Ability to work independently in a

  client-facing, onsite environment

• Strong communication, coordination, and documentation skills

• Exposure to Dynamics plugins, APIs, or integration frameworks
• Experience working in large enterprise or MNC environments
• Understanding of ITSM / ticketing processes
• Prior experience in regulated or customer-centric industries

• Opportunity to work onsite with a

  large enterprise client

• Hands-on exposure to

  CRM integrations and enhancement initiatives

• Stable, long-term engagement through

  Matra

• High-visibility role with business stakeholders