Role Summary
Senior Functional Consultant responsible for design, implementation, and training enablement of Dynamics 365 Customer Service & Contact Center (Omnichannel) solutions. The role focuses on driving user adoption, delivering structured training programs, and ensuring business readiness across global deployments.
Key Responsibilities
1. Functional Consulting & Solution Delivery
•Lead requirement gathering workshops, stakeholder discussions, and fit-gap analysis for Customer Service and Contact Center processes
•Design and configure D365 Customer Service capabilities including:
•Case management
•Knowledge base
•Queues, SLAs, entitlements
•Security models & dashboards
•Configure Omnichannel / Contact Center features:
•Unified routing, workstreams, capacity profiles
•Chat, voice, messaging channels
•Agent experience & conversation handling
2. Training Strategy & Execution (Core Focus Area)
•Define training strategy across roles:
•Agents
•Supervisors / Team Leads
•Business Users
•Admins
•Develop training artifacts:
•Training decks, process flows, SOPs
•User manuals, quick reference guides
•Simulation-based learning (use cases, scenarios)
•Deliver:
•Instructor-led training sessions (ILT)
•Walkthroughs for omnichannel flows (chat, call, cases)
•Train-the-trainer sessions for client SMEs
•Enable change management & adoption tracking:
•User readiness assessments
•Feedback collection and loop closure
•Adoption KPIs (usage, case handling, resolution time)
3. Contact Center Transformation Support
•Support implementation of modern AI-enabled contact center capabilities:
•Self-service (chatbots, IVR)
•Agent assist (Copilot, knowledge suggestions)
•Unified customer view & omnichannel engagement
•Drive process standardization across regions (important in multi-territory rollouts like yours)
4. Testing & Transition to Support
•Define and execute:
•SIT / UAT scenarios aligned to real contact center journeys
•Support:
•Business validation workshops
•Go-live readiness training
•Ensure smooth transition to Run/Support teams
5. Stakeholder & Delivery Collaboration
•Collaborate with Solution Architects, Technical Teams, Integration teams
•Act as functional SME for Customer Service & Training workstream
•Provide advisory on:
•Best practices
•AI/Copilot enablement
•Continuous improvement roadmap
Qualifications
Bachelors - Computer Engineering, Bachelors - Computer Science, Bachelors - Information Technology, or Masters - Software Engineering
Certifications
AZ-204: Microsoft Azure Developer Associate - Microsoft, BUILD - Digital Marketing - Genpact, ISTQB Certified Tester - International Society for Technology in Education (ISTE), Microsoft Certified: Power Platform App Maker Associate - Microsoft, Oracle Certified Professional, Java SE 8 Programmer I - Oracle
Required Skills
Microsoft Applications, Microsoft Dynamics 365 Customer Service, Microsoft Dynamics 365 ERP, Microsoft Dynamics 365 Field Service, Microsoft Dynamics 365 Finance and Operations, Microsoft Dynamics 365 for Finance and Operations, Microsoft Dynamics 365 Marketing, Microsoft Dynamics 365 Project Operations, Microsoft Dynamics 365 Sales
Language
English (Required), Proficiency - C2
Job Details
•Job Type: Regular
•Master Skill List: Application Development Microsoft N
•Remote Type: Hybrid
•Work Shift: Variable (India)
