We are urgently looking for experienced Microsoft Dynamics 365 Consultants with a focus on the Customer Service module to join a high-impact project for one of our prestigious financial clients in Poland. This is a remote role requiring deep expertise in D365 Customer Service implementation, configuration, and solution delivery.
- Lead the end-to-end implementation of Microsoft Dynamics 365 Customer Service solutions.
- Analyse customer business needs, translate them into functional requirements, and configure the application accordingly.
- Collaborate with stakeholders to align Dynamics functionality with business goals.
- Customize the D365 application to support business needs and integrate best practices.
- Leverage Microsoft’s ALM tools including Azure DevOps (VSTS) and Power Platform components.
- Document detailed business requirements, configurations, and solution designs.
- Conduct system testing, facilitate user acceptance testing, and deliver end-user training.
- Provide post-implementation support and solution enhancements.
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8+ years of experience in Microsoft Dynamics 365 implementation with at least 3 full lifecycle Customer Service projects.
- Strong hands-on experience with:
- Case lifecycle management
- SLA management
- Security roles & configurations
- Unified routing (preferred)
- Solid knowledge of Microsoft ALM stack, including Azure DevOps (VSTS/TFS).
- Proven ability to analyse, model, and re-engineer business processes.
- Experience with requirements gathering, solution design, prototyping, and stakeholder workshops.
- Ability to plan and conduct acceptance testing and deliver user training.
- Strong communication, stakeholder management, and presentation skills.
- Self-motivated, with the ability to work independently and handle multiple priorities.
- High attention to detail, documentation, and delivery excellence.
- Strong team player, adaptable, and committed to continuous improvement.