Configure and customize Dynamics 365 Customer Engagement modules.
Implement and support Customer Service, Case Management, Queues, SLAs, Routing Rules, and Workflows.
Build UI customizations, business rules, forms, and entities based on business requirements.
Configure Omnichannel capabilities including live chat, voice channel, SMS & WhatsApp (if applicable), social channels, agent experience profiles, workstreams and conversation flows, agent scripts, macros, smart assist, and session templates.
Configure Unified Routing for automatic work item assignment.
Set up routing rules, classification models, queues, and capacity profiles.
Enable and optimize work distribution models across channels.
Work with telephony integration platforms such as Azure Communication Services, Webchat/Voice channels, CTI tool integrations.
Support the implementation of intelligent call routing and agent desktop features.
Gather requirements and translate business needs into CRM functional solutions.
Prepare solution documentation, configuration guides, and user documentation.
Participate in design reviews, impact analysis, and architectural discussions.
Create and execute unit tests, integration tests, and UAT support.
Assist in deployment activities across multiple environments. Ensure solution stability, performance, and adherence to best practices.

6–12 years of experience in MS Dynamics CRM / Dynamics 365 CE.
Strong experience in Omnichannel for Customer Service, Contact Center, or Unified Routing
Plugins and Custom Workflow Activities (C#) – optional but beneficial.
Hands-on experience with Power Platform (Power Automate, Power Apps).
Knowledge of Chatbots / Virtual Agents (Power Virtual Agents)
Exposure to Azure components: Functions, ACS, Event Hub, etc

MS Dynamics CRM Consultant

Key skills