Functional Lead Customer Service

Experience : 10 - 15 Years

Work Mode : Hybrid (3 days in office)

Salary : Open Budget / As per Industry Standards

Locations : Ahmedabad, Bengaluru, Chennai, Coimbatore, Gurgaon, Hyderabad, Kochi, Kolkata, Mumbai, Navi Mumbai, Noida, Pune, Thiruvananthapuram.

Job Overview :

We are looking for an experienced Business Analyst / Functional Consultant with strong expertise in Microsoft Dynamics 365 Customer Engagement (D365 CE) to lead requirement gathering, functional solutioning, and stakeholder engagement for D365 CE implementation and transformation initiatives.

Key Responsibilities :

- Gather and analyse business requirements through stakeholder workshops and discussions.

- Translate business requirements into functional specifications, user stories, process flows, and acceptance criteria.

- Provide functional expertise across D365 CE, including :

1. Sales

2. Customer Service

3. Customer Insights / Marketing

4. Case Management

5. Lead & Opportunity Management

- Design and configure D365 CE solutions using out-of-the-box capabilities and Microsoft Power Platform.

- Collaborate closely with Solution Architects, Developers, QA teams, and business stakeholders throughout the implementation lifecycle.

- Support SIT, UAT, data migration, integrations, deployment, and post-go-live activities.

- Manage stakeholder expectations, requirements, risks, issues, and dependencies.

- Provide functional guidance and leadership to junior Business Analysts and Functional Consultants.

Required Expertise :

- 10 - 15 years of relevant experience as a Business Analyst / Functional Consultant / Functional Lead.

- Strong hands-on experience with Microsoft Dynamics 365 Customer Engagement (D365 CE).

- Strong understanding of Customer Service / Case Management processes.

- Experience with Sales, Customer Insights/Marketing, Lead & Opportunity Management.

- Strong requirement gathering, documentation, functional solutioning, and stakeholder management skills.

- Experience working with Power Platform and D365 CE configuration.

- Exposure to implementation lifecycle including SIT, UAT, data migration, integrations, deployment, and post-go-live support.

- Experience leading or mentoring functional teams is preferred.