Job Location- Noida/Gurgaon/Hyderabad/Mumbai/Pune/Kolkata/Chennai/Bangalore
Job Summary
We are seeking an experienced Microsoft Dynamics 365 CRM Subject Matter Expert (SME) with strong expertise in Dynamics 365 Customer Engagement (CE), Microsoft Copilot, and AI-powered business solutions. The candidate will drive CRM transformation initiatives, leverage Generative AI capabilities, and design intelligent automation solutions to improve customer engagement, productivity, and business outcomes.
The ideal candidate should possess deep functional and technical knowledge of Dynamics 365 Sales, Customer Service, Marketing, Power Platform, and emerging Microsoft AI technologies, including Copilot Studio, Azure OpenAI, AI Builder, and Agentic AI solutions.
Ideal Candidate Profile
- 812+ years of CRM consulting experience.
- 3+ years of Dynamics 365 CE implementation experience.
- Hands-on experience with Microsoft Copilot and GenAI solutions.
- Strong stakeholder management and consulting skills.
- Experience leading large-scale digital transformation programs.
Key Responsibilities
Dynamics 365 CRM Leadership
- Serve as SME for Microsoft Dynamics 365 CRM solutions.
- Lead requirement gathering workshops and translate business requirements into scalable CRM solutions.
- Design and implement solutions across:
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Dynamics 365 Marketing/Customer Insights
- Field Service (preferred)
- Define CRM roadmap and best practices.
Copilot & AI Enablement
- Drive adoption of Microsoft Copilot for Dynamics 365.
- Identify and implement AI use cases such as:
- AI-powered customer insights
- Automated case summarization
- Email generation and response recommendations
- Intelligent lead qualification
- Opportunity forecasting
- Knowledge article generation
- Conversational AI assistants
- Build AI-powered agents using Copilot Studio.
Power Platform & Automation
- Design automation solutions using:
- Power Automate
- Power Apps
- AI Builder
- Power Virtual Agents
- Develop low-code solutions to improve business productivity.
Solution Architecture & Integrations
- Design integrations between D365 and:
- Salesforce
- SAP
- ERP systems
- Azure Services
- Mulesoft APIs
- Data Lakes and Analytics platforms
- Support API strategy and enterprise integrations.
AI & Data Strategy
- Collaborate with business teams to identify GenAI opportunities.
- Design secure AI solutions using:
- Azure OpenAI Service
- Microsoft Fabric
- Dataverse
- Semantic Search
- Vector Databases (preferred)
- Define AI governance and responsible AI practices.
Stakeholder Management
- Engage with business leadership and client stakeholders.
- Provide thought leadership on CRM modernization and AI transformation.
- Mentor technical and functional teams.
Required Skills
Microsoft Dynamics 365
- Dynamics 365 Sales
- Dynamics 365 Customer Service
- Dynamics 365 Marketing / Customer Insights
- Dataverse
- Power Platform
Microsoft AI & Copilot
- Microsoft Copilot for D365
- Copilot Studio
- AI Builder
- Azure OpenAI
- Prompt Engineering
- Generative AI use cases
- Conversational AI Agents
Technical Skills
- Power Automate
- Power Apps
- REST APIs
- Azure Integration Services
- SQL
- C#
- JavaScript
- Plugins & Custom Workflow Development
- Security Model and Role Management
Preferred Skills
- Agentic AI solutions
- Retrieval Augmented Generation (RAG)
- Semantic Search
- Microsoft Fabric
- Azure AI Foundry
- Knowledge Management solutions
- Customer 360 initiatives
- Predictive Analytics
Certifications (Preferred)
- Microsoft Certified: Dynamics 365 Functional Consultant
- Microsoft Certified: Power Platform Solution Architect
- Microsoft Certified: Azure AI Engineer Associate
- Microsoft Certified: Copilot Studio Specialist
- Azure Fundamentals (AZ-900)
Key Responsibilities / Deliverables
- Define CRM and AI transformation roadmap.
- Implement Copilot-based productivity solutions.
- Build AI agents and intelligent automation workflows.
- Drive CRM modernization initiatives.
- Support pre-sales, solutioning, and client workshops.
- Mentor teams on Dynamics 365 and AI best practices.
This role is ideal for organizations looking to accelerate CRM transformation through AI, Copilot, and intelligent automation initiatives.