Job Description:
We are seeking an experienced Senior Dynamics 365 Consultant with strong expertise in Dynamics 365 Customer Service and hands-on experience with Microsoft Copilot capabilities. The ideal candidate will play a key role in designing, implementing, and enhancing solutions while collaborating closely with the Product Owner to deliver high-value features aligned with product vision and roadmap. Key Responsibilities Lead the design, configuration, and implementation of Dynamics 365 Customer Service solutions Collaborate closely with the Product Owner to understand product backlog, priorities, and user stories Translate product requirements into scalable and efficient Dynamics 365 solutions Implement and optimize Copilot (AI-powered features) within Dynamics 365 to enhance productivity and customer experience Customize and configure entities, workflows, business rules, and integrations Work within Agile teams, contributing to sprint planning, backlog refinement, and reviews Provide expertise across Power Platform (Power Apps, Power Automate) Ensure seamless integrations with external systems (APIs, Azure services, third-party tools) Conduct testing, documentation, and user enablement activities Provide ongoing support and continuous improvement aligned with product roadmap Mentor junior team members and contribute to best practices Required Qualifications Bachelor’s degree in Computer Science, IT, or related field Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (mandatory)5+ years of experience in Dynamics 365 Customer Service / CEProven experience with Dynamics 365 Copilot / AI features Strong knowledge of case management, SLAs, queues, and knowledge base Experience with Power Platform Solid understanding of Dataverse and security models Experience integrating with Azure services and APIsPreferred Skills Experience with Omnichannel for Customer Service Familiarity with Azure Open AI / AI services Experience working in Agile product teams Strong communication and collaboration skills Key Competencies Product-Oriented Thinking Solution Design & Architecture AI-Driven Innovation (Copilot) Collaboration with Product Owner Continuous Delivery & Improvement Nice to Have Additional Microsoft certifications (Power Platform, Azure) Experience in large-scale enterprise environments Domain experience (aviation, etc.)