Crm Functional Consultant

CRM Functional Consultant Microsoft Dynamics 365

Experience: 6+ Years
Location: PAN India
Employment Type: Full-Time / Permanent

Job Summary

We are looking for an experienced CRM Functional Consultant with strong expertise in Microsoft Dynamics CRM/Dynamics 365 Customer Engagement. The ideal candidate should have hands-on experience in CRM functional consulting, technical support, implementation, configuration, troubleshooting, and customer-facing project delivery.

The candidate should have strong knowledge of Dynamics 365 Sales, Customer Service, and Marketing modules, along with experience in Omnichannel implementation, incident management, SLA adherence, and end-user support and training.

Key Responsibilities

• Work as a Functional Consultant for Microsoft Dynamics CRM/Dynamics 365 projects.
• Gather, analyze, and understand business requirements and translate them into CRM solutions.
• Support end-to-end project execution including consulting, analysis, documentation, implementation, development coordination, and production support.
• Configure and support Microsoft Dynamics CRM/Dynamics 365 applications.
• Work extensively with Dynamics 365 Sales, Customer Service, and Marketing modules.
• Implement and support Omnichannel capabilities, particularly within the Customer Service environment.
• Provide technical and functional support to customers and end users.
• Investigate incidents, service requests, and technical issues while ensuring agreed SLAs are maintained.
• Perform root cause analysis (RCA) and troubleshoot complex CRM-related issues.
• Configure, install, and troubleshoot servers and identify issues through platform trace logs.
• Communicate technical issues effectively and provide appropriate resolutions.
• Provide user support, guidance, and training on CRM functionality and processes.
• Address user queries and provide clear "how-to" guidance.
• Collaborate with technical teams, business stakeholders, and customers throughout the project lifecycle.
• Work using Agile or Waterfall methodologies, depending on business requirements.
• Support documentation of business processes, functional requirements, configurations, and solutions.

Mandatory Skills

• 6+ years of experience with Microsoft Dynamics CRM/Dynamics 365.
• Minimum 3 years of experience as a CRM Functional Consultant.
• Minimum 3 years of experience in Technical/Application Support.
• Strong hands-on experience with Microsoft Dynamics 365 modules:
  
• Sales
• Customer Service
• Marketing
• Experience with the Customer Service module.
• Experience in implementing Omnichannel.
• Strong analytical, research, troubleshooting, and RCA skills.
• Experience in incident and service request management.
• Strong understanding of SLA management.
• Ability to configure, install, and troubleshoot CRM environments and servers.
• Experience analyzing platform trace logs and identifying technical issues.
• Strong customer-facing and consulting skills.
• Experience providing end-user support and training.
• Excellent verbal and written communication skills.
• Basic knowledge of Microsoft Power Platform, including:
  
• Power Apps
• Power Automate (Flow)
• Power BI
• Good understanding of Dynamics 365 Common Data Model (CDM).
• Experience working in Agile and/or Waterfall project environments.

Good to Have Skills

• Knowledge of Dynamics 365 Customer Engagement modules such as:
  
• Field Service
• Project Service Automation
• Strong Microsoft Dynamics CRM configuration knowledge.
• Experience with application and system integrations with Microsoft Dynamics CRM.
• Microsoft Dynamics certifications.
• Knowledge of Azure DevOps/DevOps practices.
• Experience with SSRS Reporting Services.

Preferred Candidate Profile

• Strong functional and technical understanding of Microsoft Dynamics CRM/Dynamics 365.
• Ability to independently troubleshoot and resolve complex business and technical issues.
• Excellent stakeholder and customer management skills.
• Strong communication and presentation abilities.
• Ability to work effectively in cross-functional and customer-facing environments.
• Experience supporting enterprise-level CRM applications and users.