MS Dynamics Consultant

Responsibilities:

• You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance
• Serve as CRM solution consultant and, if required, perform hands-on delivery of customer interaction solutions (Microsoft Dynamics 365 Customer Service, Marketing and Sales modules).
• Requirements Gathering: Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyse business requirements and processes.
• Process Mapping: Create detailed process maps and workflows to analyse and illustrate current and future-state processes. Identify bottlenecks and areas for optimisation. Prepare clear and concise documentation, including business requirements documents, use cases, and optimisation.
• Solution Design: Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organisational changes.
• Process Optimisation: Analyse and redesign business processes to maximise efficiency and effectiveness. Recommend and implement improvements in collaboration with client teams.
• Deploy understanding of detailed MS Dynamics CRM configuration: Use customization and MS Dynamics 365 CRM architecture and landscape
• Use prior experience with MS Dynamics 365 CRM configuration: Apply thorough knowledge and hands-on experience of MS Dynamics Customer Service, Marketing and Sales modules as well as Power Platform expertise.
• Work with the client and implementation team: conduct design sessions and requirement-gathering sessions; drive backlog grooming sessions; create user stories and acceptance criteria; and give regular working demos to all stakeholders during sprint reviews and functional testing, solution design and implementation activities.
• Be a member and/or lead the project delivery workstream across phases.
• Extensive Microsoft D365 Customer Service, Marketing and Sales Implementation experience and developing enhancements: Across the life cycle with multiple geographies and work as a CRM solution consultant.
• Provide best practices, direction and intelligent approaches based on MS Dynamics 365 CRM standards.
• Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.
• Develop knowledge of prevailing trends, financials, and operating drivers across multiple industry segments.
• Participate in pre-sales activities including response to RFPs, creating Proof of Concept (POC), creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.
• Participate in practice-specific initiatives including creating a 'Point of View', creating reusable assets on the industry-wise Sales Life cycle, performing analysis on industry research and market trends, bringing in innovative solutions, etc.
• Participating in growing the MS Dynamics practice.

Requirements:

• Must have skills: Microsoft Dynamics 365 Customer Relationship Management (CRM).
• Good skills to have: digital transformation.
• Areas of Work: Microsoft Business Analyst/Functional Consultant - MS D365 Customer Service and Marketing and Sales modules.

Professional and Technical Skills:

• Leverage expertise in designing key tools: Apply the 5-6 years of expertise in MS Dynamics CRM 365 Customer Service, Marketing and Sales, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Sales and Service Process, D365 Marketing features and Automation.
• Enable MS Dynamics 365 CRM solution: Apply this to facilitate building solutions on the MS Dynamics CRM ecosystem (Customer Service, Marketing, Sales, etc. ).
• Apply key business Analysis skills: Focus on process analysis and designing/redesigning customer service and marketing processes with the purpose of resolving process bottlenecks and pain areas.
• Hands-on with MS Dynamics 365 Customer Service, Marketing, and Sales - Power Platform knowledge.

Good to Have:

• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, marketing and campaigning processes, operations and functional needs.
• Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project.
• Project management experience, including the ability to manage multiple projects simultaneously. Familiarity with project management methodologies (e. g., Agile, Waterfall).
• Ability to articulate the business value of recommendations/plans/strategies.
• Excellent analytical and problem-solving skills.
• Strong understanding of business processes, workflows, and systems.
• Thorough understanding of the MS Dynamics CRM framework and integration with internal and external components. Technical implementation experience - not mandatory but good to have.
• Maximise deep skills to manage stakeholder expectations: Engage in resolving issues and risks for the success of the project and the MS Dynamics 365 CRM framework and integration.
• Deep dive with MS Dynamics 365 CRM certification: Certification in one or more of these focused solution areas - Service/Marketing/Sales Functional Consultant.

Additional Information:

• Minimum 5-6 years of experience working on a CRM platform (preferably Microsoft Dynamics 365 / nice to have exposure to Salesforce CRM) / digital transformation / experience design / business analysis, including understanding of customer service, marketing or sales as functions.
• It's good to have MS CRM technical experience, also.
• Good to have Salesforce CRM experience.
• Must have certification in MS Dynamics 365 CRM Customer Service, Marketing and Sales.
• Must have worked on proposals and contributed to business development work and must have experience in sales pitches and presales activities.
• Good to have managed small teams and supported the growth of new offerings and capabilities.
• Must have worked as a product owner in implementation projects for MS Dynamics 365 Customer Service, Marketing and Sales transformation projects.
• Must have worked in the implementation of case management, routing, entitlements, SLA, knowledge management (full customer service life cycle), marketing campaigns, designing customer journeys, social media channel marketing, lead-to-quote, etc. in the MS Dynamics 365 Customer Service, Marketing and Sales platforms.
• Must have experience in defining user stories and refining them in Jira/DevOps to make them ready for the development team.
• Strong oral and written communication skills, including presentation skills.
• Has an inquisitive nature with a strong desire to learn.
• At least delivered 3-4 CRM transformation programmes both in onsite and offsite client-facing roles, and an MBA is preferred.
• Good to have experience in North America/Canadian projects.