MSD CRM Consultant (Divya Peta POC)

Job Description:

We need a 7+ years of experienced senior solution consultant who has excellent skills in MS Dynamics Customer Service and Power Platform. As a professional Solution Consultant Microsoft Dynamics 365 CRM, he/she will be part of a global team, collaborating with Business Stakeholders, Solution Architects, Product Owners, and Developers in designing and implementing the Case Management Platform for the Volvo Group. You will work in an environment focused on cross-functionality, inclusion, value creation, and innovation, promoting agile ways of working across the organization.

Your Responsibilities

Lead and participate in requirement-gathering workshops with business stakeholders.

Analyze business processes and translate them into effective Dynamics 365 Customer Service solutions.

Configure and customize Customer Service components such as Cases, Queues, SLAs, Entitlements, Routing, and Knowledge Base.

Leverage Power Platform capabilities (Power Apps, Power Automate, Power BI, Dataverse) to extend CRM functionality.

Design and oversee Azure integrations using Logic Apps, Service Bus, Function Apps, and API Management.

Work closely with Solution Architects and Technical Teams to ensure scalability, performance, and compliance with enterprise architecture.

Prepare functional design documents, configuration guides, and end-user training materials.

Support testing, UAT, deployment, and post-implementation stabilization activities.

Drive continuous improvement through governance, best practices, and process optimization.

Foster collaboration and knowledge sharing across teams and geographies.

Required Competencies

Experience: 7+ years overall IT experience, with 5+ years in Dynamics 365 Customer Service solution consulting and delivery.

Functional Expertise: Deep knowledge of D365 CE Customer Service (Case Management, SLAs, Entitlements, Knowledge Base, Omnichannel).

Preferred Domain Knowledge: Experience working with Manufacturing industry processes and exposure to other Dynamics 365 CE modules such as Sales, Field Service, or Marketing.

Power Platform: Proficiency in Power Apps (Canvas/Model-driven), Power Automate, Dataverse, and Power BI.

Integration & Technical Knowledge: Familiarity with Azure components (Logic Apps, Service Bus, Function Apps, API Management) and CRM integration patterns.

Delivery Skills: Proven track record in requirement gathering, functional design, configuration, testing, and go-live support.

Soft Skills: Excellent communication, presentation, and stakeholder management skills.

Ways of Working: Exposure to Agile / DevOps delivery models and change management practices.

Education

Bachelor s degree in computer science, Information Systems, or a related field.

Microsoft Certifications preferred:

MB-230: Dynamics 365 Customer Service Functional Consultant

PL-200 / PL-400 / AZ-204 / AZ-900