Microsoft Dynamics Consultant

Job Title: MS Dynamics 365 Customer Service Consultant

Location: Milan, Italy (Hybrid) Contract Type: B2B / Partita IVA Duration: Long-term assignment

About the Role

We are looking for an experienced Microsoft Dynamics 365 Customer Service Consultant to join our client on a long-term project based in Milan . The consultant will play a key role in the design, configuration, and deployment of Dynamics 365 Customer Service solutions, working closely with business stakeholders and technical teams to optimize customer support processes and enhance user experience.

Key Responsibilities

• Gather and analyse business requirements related to customer service operations.
• Lead workshops with business stakeholders and provide functional consulting expertise.
• Configure and customize Microsoft Dynamics 365 Customer Service modules.
• Design and implement case management, SLA, queue management, routing, knowledge management, and omnichannel solutions.
• Translate business requirements into functional specifications.
• Support end-to-end project delivery, including testing, training, and go-live activities.
• Work closely with technical teams on integrations, data migration, and custom developments.
• Provide best practice recommendations and drive process improvements.
• Assist with post-go-live support and continuous enhancement initiatives.

Required Skills & Experience

• 3+ years of hands-on experience with Microsoft Dynamics 365 Customer Service .
• Strong understanding of customer service processes and CRM best practices.
• Experience delivering Dynamics 365 implementation or transformation projects.
• Expertise in:
• Case Management
• Service Level Agreements (SLA)
• Knowledge Base
• Queues & Routing
• Omnichannel for Customer Service
• Customer Service Insights
• Experience with Power Platform (Power Automate, Power Apps) is highly desirable.
• Ability to engage directly with business users and senior stakeholders.
• Strong documentation, communication, and workshop facilitation skills.
• Italian language skills

Nice to Have

• Microsoft Dynamics 365 certifications.
• Experience with Customer Voice, Copilot for Customer Service, or other Microsoft Customer Engagement modules.
• Exposure to Agile delivery methodologies.