Microsoft Dynamics Customer Service Functional Consultant
Zensar
Microsoft Dynamics Customer Service Functional Consultant
Zensar
Global IT services for digital transformation
Job Summary - We are seeking an experienced Microsoft Dynamics 365 Customer Service Consultant with 5+ years of experience in implementing, configuring, and supporting Dynamics 365 Customer Service solutions. The ideal candidate will possess strong expertise in customer service processes, case management, omnichannel engagement, knowledge management, SLA management, and Power Platform technologies. The role involves working closely with business stakeholders to design and deliver customer-centric solutions that enhance service operations and customer experience.
Key Responsibilities
• Gather, analyze, and document business requirements related to customer service operations.
• Configure and implement Microsoft Dynamics 365 Customer Service solutions.
• Design and manage:
o Case Management
o Entitlements
o Service Level Agreements (SLAs)
o Queues
o Routing Rules
o Knowledge Management
o Customer Service Workspace
• Configure and support Omnichannel for Customer Service, including chat, SMS, email, and social channels.
• Implement automated workflows using Power Automate and business process flows.
• Configure customer journeys, agent productivity tools, and service dashboards.
• Integrate D365 Customer Service with ERP systems, third-party applications, and communication platforms.
• Perform system testing, UAT support, defect resolution, and deployment activities.
• Create solution design documents, user guides, and training materials.
• Provide production support and troubleshoot application issues.
• Collaborate with developers, architects, business analysts, and project managers in Agile/Scrum environments.
Required Skills
• 5+ years of experience working with Microsoft Dynamics 365 CE/CRM.
• Minimum 5+ years of hands-on experience in Dynamics 365 Customer Service.
• Strong understanding of:
o Case Management
o Entitlements
o Knowledge Base
o Queue Management
o Routing Rules
o SLA Configuration
o Customer Service Workspace
o Agent Experience
• Experience with Omnichannel for Customer Service.
• Strong working knowledge of:
o Dataverse
o Power Apps
o Power Automate
o Business Rules
o Security Roles
o Forms and Views
• Experience with integrations using:
o Azure Logic Apps
o Azure Functions
o REST APIs
o Web Services
• Knowledge of reporting and dashboards using Power BI.
• Experience with data migration and deployment activities.
Preferred Skills
• Experience with Dynamics 365 Contact Center or Telephony Integration.
• Experience with Copilot for Customer Service.
• Understanding of Customer Insights and Customer Voice.
• Experience integrating Dynamics 365 with SAP, Salesforce, or other enterprise applications.
• Exposure to Power Virtual Agents / Copilot Studio chatbots.
• Knowledge of Azure cloud services and integration frameworks.
Educational Qualification
• Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.
Job Summary - We are seeking an experienced Microsoft Dynamics 365 Customer Service Consultant with 5+ years of experience in implementing, configuring, and supporting Dynamics 365 Customer Service solutions. The ideal candidate will possess strong expertise in customer service processes, case management, omnichannel engagement, knowledge management, SLA management, and Power Platform technologies. The role involves working closely with business stakeholders to design and deliver customer-centric solutions that enhance service operations and customer experience.
Key Responsibilities
• Gather, analyze, and document business requirements related to customer service operations.
• Configure and implement Microsoft Dynamics 365 Customer Service solutions.
• Design and manage:
o Case Management
o Entitlements
o Service Level Agreements (SLAs)
o Queues
o Routing Rules
o Knowledge Management
o Customer Service Workspace
• Configure and support Omnichannel for Customer Service, including chat, SMS, email, and social channels.
• Implement automated workflows using Power Automate and business process flows.
• Configure customer journeys, agent productivity tools, and service dashboards.
• Integrate D365 Customer Service with ERP systems, third-party applications, and communication platforms.
• Perform system testing, UAT support, defect resolution, and deployment activities.
• Create solution design documents, user guides, and training materials.
• Provide production support and troubleshoot application issues.
• Collaborate with developers, architects, business analysts, and project managers in Agile/Scrum environments.
Required Skills
• 5+ years of experience working with Microsoft Dynamics 365 CE/CRM.
• Minimum 5+ years of hands-on experience in Dynamics 365 Customer Service.
• Strong understanding of:
o Case Management
o Entitlements
o Knowledge Base
o Queue Management
o Routing Rules
o SLA Configuration
o Customer Service Workspace
o Agent Experience
• Experience with Omnichannel for Customer Service.
• Strong working knowledge of:
o Dataverse
o Power Apps
o Power Automate
o Business Rules
o Security Roles
o Forms and Views
• Experience with integrations using:
o Azure Logic Apps
o Azure Functions
o REST APIs
o Web Services
• Knowledge of reporting and dashboards using Power BI.
• Experience with data migration and deployment activities.
Preferred Skills
• Experience with Dynamics 365 Contact Center or Telephony Integration.
• Experience with Copilot for Customer Service.
• Understanding of Customer Insights and Customer Voice.
• Experience integrating Dynamics 365 with SAP, Salesforce, or other enterprise applications.
• Exposure to Power Virtual Agents / Copilot Studio chatbots.
• Knowledge of Azure cloud services and integration frameworks.
Educational Qualification
• Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.
Job Summary - We are seeking an experienced Microsoft Dynamics 365 Customer Service Consultant with 5+ years of experience in implementing, configuring, and supporting Dynamics 365 Customer Service solutions. The ideal candidate will possess strong expertise in customer service processes, case management, omnichannel engagement, knowledge management, SLA management, and Power Platform technologies. The role involves working closely with business stakeholders to design and deliver customer-centric solutions that enhance service operations and customer experience.
Key Responsibilities
• Gather, analyze, and document business requirements related to customer service operations.
• Configure and implement Microsoft Dynamics 365 Customer Service solutions.
• Design and manage:
o Case Management
o Entitlements
o Service Level Agreements (SLAs)
o Queues
o Routing Rules
o Knowledge Management
o Customer Service Workspace
• Configure and support Omnichannel for Customer Service, including chat, SMS, email, and social channels.
• Implement automated workflows using Power Automate and business process flows.
• Configure customer journeys, agent productivity tools, and service dashboards.
• Integrate D365 Customer Service with ERP systems, third-party applications, and communication platforms.
• Perform system testing, UAT support, defect resolution, and deployment activities.
• Create solution design documents, user guides, and training materials.
• Provide production support and troubleshoot application issues.
• Collaborate with developers, architects, business analysts, and project managers in Agile/Scrum environments.
Required Skills
• 5+ years of experience working with Microsoft Dynamics 365 CE/CRM.
• Minimum 5+ years of hands-on experience in Dynamics 365 Customer Service.
• Strong understanding of:
o Case Management
o Entitlements
o Knowledge Base
o Queue Management
o Routing Rules
o SLA Configuration
o Customer Service Workspace
o Agent Experience
• Experience with Omnichannel for Customer Service.
• Strong working knowledge of:
o Dataverse
o Power Apps
o Power Automate
o Business Rules
o Security Roles
o Forms and Views
• Experience with integrations using:
o Azure Logic Apps
o Azure Functions
o REST APIs
o Web Services
• Knowledge of reporting and dashboards using Power BI.
• Experience with data migration and deployment activities.
Preferred Skills
• Experience with Dynamics 365 Contact Center or Telephony Integration.
• Experience with Copilot for Customer Service.
• Understanding of Customer Insights and Customer Voice.
• Experience integrating Dynamics 365 with SAP, Salesforce, or other enterprise applications.
• Exposure to Power Virtual Agents / Copilot Studio chatbots.
• Knowledge of Azure cloud services and integration frameworks.
Educational Qualification
• Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.
Digital solutions and IT services company that partners with global organizations to drive digital transformation. Its offerings include intelligent automation, analytics, hyperconverged infrastructure, and digital application development and maintenance, delivered through long-term contracts, project-based engagements, and managed services. Indigo Slate handles virtual event creation. Zensar’s Living AI integrates artificial intelligence into business processes to boost outcomes. Unlike many competitors, it emphasizes reducing capital expenditure (Capex) and operating expenditure (Opex), simplifying vendor management, and improving efficiency through automation. The overall goal is to help clients adapt to the digital landscape, optimize technology infrastructure, and achieve higher operational efficiency.
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