Microsoft Dynamics 365 Techno Functional Consultant

We are looking for a Microsoft Dynamics 365 Techno-Functional Consultant with strong hands-on experience in Dynamics 365 Customer Service and exposure to Customer Insights, Contact Center/CCaaS, Sales, and Marketing solutions.
The candidate should be comfortable working across both functional requirements and technical implementation, collaborating with business stakeholders and technical teams.

Key Responsibilities

• Configure and customize Dynamics 365 based on business requirements.
• Analyze incidents, identify root causes, and implement appropriate fixes or enhancements.
• Work with business stakeholders to understand requirements and translate them into Dynamics 365 solutions.
• Support Customer Service, Contact Center/CCaaS, Customer Insights, Sales, and Marketing capabilities.
• Develop/configure workflows, business rules, forms, views, dashboards, queues, SLAs, and other Dynamics 365 components.
• Work with Dataverse, Power Platform, Power Automate, and integrations/APIs.
• Participate in enhancement projects, releases, testing, deployment, and production support.
• Prepare functional/technical documentation and support knowledge-management activities.
• Identify opportunities for automation and AI-enabled improvements within Dynamics 365 and Customer Experience processes.

Must-Have Skills

• Experience level 8+ years
• Strong hands-on experience with Microsoft Dynamics 365 Customer Service.
• Strong understanding of Dynamics 365 configuration and customization.
• Experience in AMS/application support and incident resolution.
• Good understanding of Microsoft Dataverse and Power Platform.
• Experience with Power Automate/workflows, business rules, forms, views, queues and SLAs.
• Ability to work as a Techno-Functional Consultant, bridging business requirements and technical solutions.
• Good understanding of REST APIs/integrations and Dynamics 365 integration concepts.
• Strong troubleshooting and problem-solving skills.