Microsoft Dynamics 365 Functional Consultant

Job Title : Microsoft Dynamics 365 CRM - Functional Consultant (Sales, Customer Service, Customer Insights (Marketing))

Location : Bengaluru

Language Requirement : Excellent English communication skills (spoken and written)

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.

Key Responsibilities :

- 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 :

- Entities, forms, views, and dashboards.

- Workflows, business rules, and process flows.

- 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.

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.

Preferred Qualifications :

- Microsoft certifications in Dynamics 365 (e.g., MB-230 : Microsoft Dynamics 365 Customer

Service Functional Consultant).

- Experience with Power Platform (Power Automate, Power Apps).

- Exposure to D365 Marketing or Power Pages is a plus.