MSD CRM Consultant

Key Responsibilities

• Lead and participate in requirement-gathering workshops with business stakeholders.
• Analyze business processes and translate them into effective Dynamics 365 Customer Service solutions.
• Configure and customize D365 Customer Service components including Cases, Queues, SLAs, Entitlements, Routing, and Knowledge Base.
• Extend CRM functionality using Power Platform capabilities (Power Apps, Power Automate, Power BI, Dataverse).
• Design and oversee Azure integrations using Logic Apps, Service Bus, Function Apps, and API Management.
• Collaborate with Solution Architects and Technical Teams to ensure scalability, performance, and enterprise architecture compliance.
• Prepare functional design documents, configuration guides, and end-user training materials.
• Support testing, UAT, deployment, and post-implementation stabiliz...