Microsoft Dynamics 365 Functional Consultant

Contract duration - 6 to 8 months

Job Summary:

This role requires strong proficiency in Customer Service Hub, Power Apps and Power Pages

Key Responsibilities:

• Act as the functional lead for Dynamics 365 Customer Service Hub implementation and enhancements.
• Work closely with stakeholders to gather, analyze, and translate business requirements into functional specifications.
• Design and configure D365 Customer Service Hub components including case management, entitlements, SLAs, routing rules, queues, knowledge articles, and dashboards.
• Build and customize

  Power Apps

  (model-driven and canvas) to extend D365 functionality.
• Design and develop external-facing

  Power Pages

  portals for self-service, ticket submission, and status tracking.
• Collaborate with technical teams to ensure seamless integration with other systems via Dataverse, Power Automate, or custom APIs.
• Conduct workshops, UAT sessions, and training with business users.
• Develop and deliver comprehensive training materials and sessions for end-users and administrators.
• Create detailed functional design documents, configuration guides, and user manuals.
• Support go-live, post-deployment, and continuous improvement activities.

Must-Have Skills:

• Strong hands-on experience with

  Dynamics 365 Customer Service Hub

• Proficient with

  Power automate

• Proficient with

  Power Pages

  portal design, web roles, table permissions, authentication
• Knowledge of

  Dataverse

  ,

  Power Automate

  , and

  custom connectors

• Strong understanding of

  lifecycle cases

  , SLAs, escalations, email-to-case, and service reporting
• Experience working in Agile or hybrid delivery environments
• Excellent communication and stakeholder management skills

Preferred Skills:

• Experience with

  Omnichannel for Customer Service

  ,

  Teams integration

  , or

  Chatbots

• Knowledge of

  security roles

  ,

  environment strategies

  , and

  ALM

  for Power Platform
• Certifications like

  PL-200

  ,

  PL-400

  , or

  MB-910/MB-230

  are a plus
• Basic understanding of JavaScript, Liquid, or CSS for Power Pages customizations