Job Description
Role: D365 Customer Service Functional Consultant
Experience: 5–10+ years
Location: Offshore – Pune (mandatory)
Role Summary
Looking for a functional consultant with strong expertise in Dynamics 365 Customer Service module to manage L1/L2/L3 support, resolve incidents, and drive continuous improvements in customer service operations.
Key Responsibilities
- Provide L1/L2/L3 production support (incident, service request, problem management)
- Perform RCA, troubleshooting, and ensure SLA adherence
- Configure and support:
- Case Management & lifecycle
- Queues, routing & assignment rules
- SLAs, KPIs & entitlements
- Knowledge Base management
- Workflows, business rules & process flows
- Support Omnichannel (chat/email/voice) if applicable
- Perform minor enhancements (forms, views, dashboards)
- Drive continuous improvement and service optimi...