Microsoft Dynamics Consultant

D365 Techno-Functional Consultant (Customer Service)

Key Responsibilities:

• Lead client discussions to gather requirements, understand business needs, and translate them into effective D365 Customer Service solutions.
• Design, configure, and implement Customer Service modules, including case management, queues, SLAs, and service processes.
• Manage voice call porting implementations and integrations with telephony systems.
• Integrate D365 Customer Service with external systems, third-party applications, and internal business platforms.
• Optimize workflows, monitor solution performance, and provide guidance to technical teams during deployment and support.
• Align D365 solutions with business objectives and maintain best practices for functional design, configuration, and maintenance.
• Collaborate with Microsoft and other vendors to leverage Azure Cloud and related technologies.

Must-Have Qualifications:

• Bachelor’s degree in Computer Science, Information Technology, Business, or related field.

• Relevant D365 certifications

  (MB-230 preferred)

• 5+ years of experience in Dynamics 365 as a Techno-Functional Consultant or in a similar role.

• Strong

  techno-functional expertise in the Customer Service module

  .
• Strong functional knowledge of

  Customer Service workflows, case management, and service process optimization

  .
• Hands-on experience with

  voice call porting

  and

  integrating D365 Customer Service with external systems, third-party applications, and internal platforms

  .
• Experience with

  Azure Cloud

  and related Microsoft technologies.
• Ability to

  configure, customize, and extend D365 solutions

  , including workflow automation and Power Platform tools (Power Automate, Power Apps).
• Strong analytical, troubleshooting, and problem-solving skills to bridge business and technical requirements.
• Excellent communication, influencing, and interpersonal skills for client engagement and cross-functional collaboration.

Nice to haves:

• Experience with other D365 modules (Field Service, Sales, Marketing).
• Exposure to complex telephony integrations beyond standard voice call porting.