Job Title - GN - SONG - Service - Microsoft CRM - Consultant
Management Level: 09/ Consultant
Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai
Must have skills: Microsoft Dynamics 365 Customer Relationship Management (CRM) Functional
Good to have skills: Contact Centre Platform
Experience: Minimum 6+ years of experience is required
Educational Qualification: MBA/PGDM from tier 1 or 2
Job Summary:
You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.
Areas of Work: Microsoft Business Analyst/Functional Consultant MS D365 Customer Service & Marketing, Service module
Roles & Responsibilities: As part of these, you will drive the following
- Serve as CRM solution consultant and if required, perform hands-on delivery of customer interaction solution (Microsoft Dynamics 365 Customer Service, Marketing & Sales modules)
- Requirements Gathering: Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyze business requirements and processes.
- Process Mapping: Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare clear and concise documentation, including business requirements documents, use cases, and user stories.
- Solution Design: Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.
- Process Optimization: Analyze and redesign business processes to maximize 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 & landscape
- Use prior experience with MS Dynamics 365 CRM configuration: Apply thorough knowledge & 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: to conduct design sessions, requirement gathering sessions, drive backlog grooming sessions, create user stories and acceptance criteria, give regular working demos to all stakeholders during sprint reviews, 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 & Sales Implementation experience and developing enhancements: Across life cycle with multiple geographies and work as a CRM solution consultant.
- Provide best practices direction and implement approach 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 Point of View, creating reusable assets on industry wise Sales Life cycle, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
- Participating in growing the MS Dynamics practice
