Position - CRM Functional Consultant
Location - Bangalore
Experience - 8+ years
JOB DESCRIPTION-
Role Overview:
We are seeking an experienced Functional Consultant with deep expertise in Microsoft Dynamics 365 Customer Service to join a high-impact digital transformation project for a global enterprise client in the specialty chemicals domain. The consultant will play a key role in gathering requirements, designing solutions, and configuring the D365 platform to meet business needs, with a focus on Customer Service, and potential involvement in Sales and Customer Insights modules.
- Lead functional workshops and requirement-gathering sessions with business stakeholders.
- Analyze business processes and translate them into functional specifications and solution designs.
- Prepare detailed documentation including Functional Requirement Documents (FRDs) and Fit-Gap analyses.
- Configure and customize D365 Customer Service including:
o Entities, forms, views, and dashboards
o Workflows, business rules, and process flows
o Queues, SLAs, and case management
- Collaborate with technical teams for custom development and integrations.
- Support testing (SIT/UAT), training, and deployment activities.
- Provide functional input for Sales and Marketing modules if the engagement extends.
- Ensure alignment with best practices and maintain high-quality delivery standards.
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Required Skills & Experience:
- 7+ years of hands-on experience with the Microsoft Dynamics 365 platform.
- Proven expertise in D365 Customer Service module; exposure to Sales and Customer Insights is a plus.
- Strong understanding of CRM processes including case management, service scheduling, SLAs, and knowledge base.
- Proficient in system configuration and customization (no-code/low-code).
- Experience working in Agile/Scrum environments.
- Excellent communication and stakeholder management skills.
- Ability to work independently and collaboratively in a global delivery model.
