About this role
Job Summary :
We are seeking a Senior Consultant – AI & Digital to help design and deliver AI‑enabled, CRM‑centric transformation initiatives. This role sits at the intersection of business strategy, CRM platforms, and applied AI, translating customer service and operations needs into scalable, data‑driven solutions.
As a Senior Consultant, you will work closely with business leaders, product managers, CRM team, data science, and engineering teams to modernize customer engagement, improve agent productivity, and unlock value from Dynamics 365 through AI, automation, and intelligent workflows.
Key Responsibilities :
Lead transformation initiatives using Microsoft Dynamics 365 (Customer Service, Sales, Case Management, Knowledge Management etc)Analyze and redesign end‑to‑end customer and agent journeys within Dynamics to improve efficiency, consistency, and experienceTranslate business requirements into CRM capabilities, configurations, and integration needsCollaborate with data science and engineering teams to integrate AI services with Dynamics entities, case data, and telemetryEvaluate trade‑offs between agent‑assist solutions, agentic automation, and traditional CRM workflowsManage post-release feature management measurement of adoption, performance, and the need for reiterations for releaseAnalyze data to provide actionable product insights and define product capabilities, assessment of operational data requiredProactively identify gaps in the current product offering and lead the effort to develop solutions that drive business valueProvide support to the various internal customer support teams to help streamline product rolloutDevelop concise product materials to document the product features to educate stakeholders (e.g., Release Notes, training videos etc )This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.
9 or more years of relevant work experience with a Bachelor Degree or 7 or more relevant years of experience with an Advanced Degree (e.g. Masters, MBA, JD, MD) or 3 or more years of experience with a PhDExperience with CRM/ AI/ML desiredAbility to work with internal product development and engineering teams to deliver products on schedule and with great quality. Comfortable in a heavily matrixed organization.Familiar with software development methodology, story, and requirements definitionStrong analytical and problem-solving abilities, ability to use hard data and metrics to back up assumptions and evaluate outcomesAbility to juggle multiple priorities and make things happen in a fast-paced, dynamic environmentAbility to understand both business and technical concepts.Experience with Jira, Jira Align or other agile tools is preferred but not requiredStrong product management experience or ability to demonstrate fast paced learning of Product Management skillsProactive and self-motivated approach.Excellent analytical, communication, and stakeholder management skills Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.