Dynamics 365 Customer Service Functional Consultant

About Protiviti India

Protiviti India is part of a leading global business consulting network delivering deep industry insights, digital innovation, and enterprise transformation solutions to help clients navigate complex operational challenges. Operating across major business hubs in India, the firm fosters an agile, collaborative environment where professionals build scalable business applications and risk-resilient enterprise solutions.

About the Role

We are hiring a Dynamics 365 Customer Service Functional Consultant with 36 years of experience to lead business requirement discovery, functional solution architecture, and end-to-end configuration of enterprise customer service platforms.

Key Responsibilities

• Conduct stakeholder workshops, capture customer service business processes, execute fit-gap analyses, and author comprehensive Functional Requirement Documents (FRD) and user stories.
• Configure core Dynamics 365 Customer Service capabilities, including Case Management lifecycle, SLA KPIs, Entitlements, Queues, Knowledge Management, and Customer Service Workspace.
• Implement Unified Routing, workstreams, capacity management, skills-based routing rules, and agent productivity features such as scripts and macros.
• Configure AI-driven customer service features and Dynamics 365 Copilot capabilities for automated case summaries, knowledge search, and conversation insights.
• Build low-code business logic using Dataverse tables, relationships, forms, views, business rules, and Power Automate cloud flows.
• Lead SIT/UAT cycles, coordinate with technical teams on integrations and custom plugins, manage data migration, and deliver end-user training.

Eligibility Criteria

• 3 -6 years of total IT experience, featuring at least 3 to 4 years of dedicated functional consulting and configuration experience in Microsoft Dynamics 365 Customer Service.
• Deep hands-on expertise in configuring Case Management, SLAs/Entitlements, Unified Routing, Knowledge Base, Customer Service Workspace, and Power Platform (Dataverse & Power Automate).
• Proven ability to lead client-facing workshops, translate business requirements into functional designs, and manage end-to-end UAT and go-live cutover.
• Bachelors degree in Engineering, Computer Science, or Business Administration; Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) is strongly preferred.