About this role
At Zensar, we’re “experience-led everything”. We are committed to conceptualizing, designing, engineering, marketing, and managing digital solutions and experiences for over 130 leading enterprises. We are a company driven by a bold purpose: Together, we shape experiences for better futures. Whether for our clients, our people, or the world around us, this belief powers everything we do. At the heart of our culture is ONE with Client - a set of four core values that reflect who we are and how we work: One Zensar, Nurturing, Empowering, and Client Focus.
Part of the $4.8 billion RPG Group, we’re a community of 10,000+ innovators across 30+ global locations, including Milpitas, Seattle, Princeton, Cape Town, London, Zurich, Singapore, and Mexico City. Explore Life at Zensar and join us to Grow. Own. Achieve. Learn. to be the best version of yourself.
We believe the best work happens when individuality is celebrated, growth is encouraged, and well-being is prioritized. We are an equal employment opportunity (EEO) and affirmative action employer, committed to creating an inclusive workplace. All qualified applicants will be considered without regard to race, creed, color, ancestry, religion, sex, national origin, citizenship, age, sexual orientation, gender identity, disability, marital status, family medical leave status, or protected veteran status.
Job Summary - We are seeking an experienced Microsoft Dynamics 365 Customer Service Consultant with 5+ years of experience in implementing, configuring, and supporting Dynamics 365 Customer Service solutions. The ideal candidate will possess strong expertise in customer service processes, case management, omnichannel engagement, knowledge management, SLA management, and Power Platform technologies. The role involves working closely with business stakeholders to design and deliver customer-centric solutions that enhance service operations and customer experience.
Key Responsibilities
- Gather, analyze, and document business requirements related to customer service operations.
- Configure and implement Microsoft Dynamics 365 Customer Service solutions.
- Design and manage:
o Case Management o Entitlements o Service Level Agreements (SLAs) o Queues o Routing Rules o Knowledge Management o Customer Service Workspace
- Configure and support Omnichannel for Customer Service, including chat, SMS, email, and social channels.
- Implement automated workflows using Power Automate and business process flows.
- Configure customer journeys, agent productivity tools, and service dashboards.
- Integrate D365 Customer Service with ERP systems, third-party applications, and communication platforms.
- Perform system testing, UAT support, defect resolution, and deployment activities.
- Create solution design documents, user guides, and training materials.
- Provide production support and troubleshoot application issues.
- Collaborate with developers, architects, business analysts, and project managers in Agile/Scrum environments.
Required Skills
- 5+ years of experience working with Microsoft Dynamics 365 CE/CRM.
- Minimum 5+ years of hands-on experience in Dynamics 365 Customer Service.
- Strong understanding of:
o Case Management o Entitlements o Knowledge Base o Queue Management o Routing Rules o SLA Configuration o Customer Service Workspace o Agent Experience
- Experience with Omnichannel for Customer Service.
- Strong working knowledge of:
o Dataverse o Power Apps o Power Automate o Business Rules o Security Roles o Forms and Views
- Experience with integrations using:
o Azure Logic Apps o Azure Functions o REST APIs o Web Services
- Knowledge of reporting and dashboards using Power BI.
- Experience with data migration and deployment activities.
Preferred Skills
- Experience with Dynamics 365 Contact Center or Telephony Integration.
- Experience with Copilot for Customer Service.
- Understanding of Customer Insights and Customer Voice.
- Experience integrating Dynamics 365 with SAP, Salesforce, or other enterprise applications.
- Exposure to Power Virtual Agents / Copilot Studio chatbots.
- Knowledge of Azure cloud services and integration frameworks.
Educational Qualification
- Bachelor's Degree in Engineering, Computer Science, Information Technology, or related discipline.