Microsoft Dynamics Consultant
Zensar Technologies
5 - 10 years
Pune City
Posted: 31/05/2026
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Job Description
Role: D365 Customer Service Functional Consultant
Experience: 510+ 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 optimization
Required Skills
- Strong experience in D365 Customer Service (CE)
- Hands-on in:
- Case Management
- SLAs & Entitlements
- Queues & Routing
- Knowledge Management
- Workflows / Business Rules
- Experience in L2/L3 support environments
- Understanding of ITIL-based support processes
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