We are seeking an experienced Senior Dynamics 365 Consultant with strong expertise in Dynamics 365 Customer Service and hands-on experience with Microsoft Copilot capabilities. The ideal candidate will play a key role in designing, implementing, and enhancing solutions while collaborating closely with the Product Owner to deliver high-value features aligned with product vision and roadmap.
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Key Responsibilities:
- Lead the design, configuration, and implementation of Dynamics 365 Customer Service solutions.
- Collaborate closely with the Product Owner to understand product backlog, priorities, and user stories.
- Translate product requirements into scalable and efficient Dynamics 365 solutions.
- Implement and optimize Copilot (AI-powered features) within Dynamics 365 to enhance productivity and customer experience.
- Customize and configure entities, workflows, business rules, and integrations.
- Work within Agile teams, contributing to sprint planning, backlog refinement, and reviews.
- Provide expertise across Power Platform (Power Apps, Power Automate).
- Ensure seamless integrations with external systems (APIs, Azure services, third-party tools).
- Conduct testing, documentation, and user enablement activities.
- Provide ongoing support and continuous improvement aligned with the product roadmap.
- Mentor junior team members and contribute to best practices.
Required Qualifications:
- Bachelor’s degree in Computer Science, IT, or related field.
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (mandatory).
- 5+ years of experience in Dynamics 365 Customer Service / CE.
- Proven experience with Dynamics 365 Copilot / AI features.
- Strong knowledge of case management, SLAs, queues, and knowledge base.
- Experience with Power Platform.
- Solid understanding of Dataverse and security models.
- Experience integrating with Azure services and APIs.
Preferred Skills:
- Experience with Omnichannel for Customer Service.
- Familiarity with Azure OpenAI / AI services.
- Experience working in Agile product teams.
- Strong communication and collaboration skills.
Key Competencies:
- Product-Oriented Thinking.
- Solution Design & Architecture.
- AI-Driven Innovation (Copilot).
- Collaboration with Product Owner.
- Continuous Delivery & Improvement.
Location: Abu Dhabi Emirate, United Arab Emirates
Work Conditions: On-site, Full-time
Language Requirements: (There are no language requirements mentioned in the extracted information.)
