D365 Customer Service Module Consultant
Location: Gurgaon, Haryana (On-site) | Experience: 6+ Years | Employment Type: Full-Time
Role Overview
OMAV Technology is hiring a senior D365 Customer Service Module Consultant with six or more years of experience to join our on-site Gurgaon team. This role is suited for consultants who have led customer service transformation projects using Microsoft Dynamics 365, including case management, queue configuration, and omnichannel setup. Candidates searching for “D365 Customer Service consultant jobs Gurgaon,” “senior Dynamics 365 consultant Delhi NCR,” or “D365 Customer Service 6 years experience” will find this role centered on solution design leadership and client workshop facilitation.
Key Responsibilities
- Lead the configuration of case management, queues, and SLA structures within D365 Customer Service
- Design and implement Omnichannel for Customer Service setups, including chat and digital messaging channels
- Facilitate client workshops to gather requirements and define customer service process improvements
- Lead solution design discussions and present recommendations to client stakeholders
- Mentor junior consultants on Customer Service module configuration and best practices
- Oversee user acceptance testing and manage go-live activities for Customer Service implementations
- Coordinate with technical teams on integrations between Customer Service and other D365 modules
- Monitor post-go-live performance and recommend continuous improvement measures
Requirements & Skills
- Minimum 6 years of professional experience with Microsoft Dynamics 365 Customer Service
- Strong expertise in case management, queue configuration, and SLA setup
- Practical experience implementing Omnichannel for Customer Service
- Proven ability to lead client workshops and solution design sessions independently
- Strong stakeholder management and presentation skills
- Experience mentoring junior consultants within a project team
- Solid understanding of the broader D365 Customer Engagement ecosystem and its integration points
Qualifications
- Bachelor’s degree in Business Administration, Computer Science, or a related field; an MBA is an added advantage
- Demonstrated experience independently leading at least one full D365 Customer Service implementation
- Microsoft Dynamics 365 Customer Service certification is highly preferred
- Willingness to work full-time from our Gurgaon office and engage directly with client teams on-site
How to Apply
Senior D365 Customer Service consultants should apply through our careers page, sharing details of implementations they have led and the scale of customer service transformation delivered.
Apply now: https://omavtech.com/careers/