MSD CRM Consultant (Divya Peta POC)

Key Responsibilities

• Lead and participate in requirements gathering workshops with business stakeholders
• Analyze business processes and translate them into effective Dynamics 365 Customer Service solutions
• Configure and customize Customer Service components including Cases, Queues, SLAs, Entitlements, Routing, and Knowledge Base
• Leverage Power Platform tools such as Power Apps, Power Automate, Power BI, and Dataverse to extend CRM functionality
• Design and oversee integrations using Azure services including Logic Apps, Service Bus, Function Apps, and API Management
• Collaborate with Solution Architects and technical teams to ensure solutions align with enterprise architecture, scalability, and performance standards
• Prepare functional design documents, configuration guides, and end-user training materials
• Support system testing, UAT, deployment, and post-go-live stabilization activities
• Drive co...