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KPI Partners · 1 day ago

Microsoft Dynamics Consultant

United States

Full-time

Remote

Senior Level

KPI Partners is a leading data, analytics, and AI consulting company recognized by Gartner. They are seeking a Senior Dynamics 365 Consultant to lead the implementation of Dynamics 365 Customer Service solutions, analyze business requirements, and optimize call center solutions.

ConsultingInformation TechnologyLegalSoftware

H1B Sponsor Likely

Hiring Manager

Sai Teja

Responsibilities

Lead end-to-end implementation of Dynamics 365 Customer Service solutions

Analyze business requirements and translate them into scalable Dynamics solutions

Design and configure:

Case management lifecycle

Queues, routing & escalation rules

SLAs, entitlements, KPIs

Knowledge base management

Conduct workshops and requirement-gathering sessions with business users

Design and implement call center/contact center solutions using Dynamics 365

Hands-on experience with:

Omnichannel for Customer Service

Unified Service Desk (USD) or Customer Service Workspace

CTI / Telephony integrations (Genesys, Avaya, Cisco, Twilio, Amazon Connect, etc.)

Optimize agent productivity and customer experience metrics (AHT, FCR, CSAT)

Own solution delivery and ensure best practices are followed

Mentor junior consultants and review their work

Prepare functional design documents, solution architecture, and user guides

Support UAT, go-live, and post-production support

Manage client expectations and handle escalations

Qualification

Microsoft Dynamics 365Call center implementationCustomer experienceDynamics CRM on-premiseMicrosoft CertifiedStakeholder managementPre-sales experienceSolutioning experienceMicrosoft Power PlatformCommunication skills

Required

Strong experience with Microsoft Dynamics 365 Customer Service

Proven call center / contact center implementation experience

End-to-end CRM implementation experience (not just support)

Strong understanding of service processes and customer experience

Excellent communication and stakeholder management skills

Preferred

Experience with Dynamics CRM on-premise versions

Pre-sales or solutioning experience

Microsoft Certified: Dynamics 365 Customer Service Functional Consultant

Microsoft Power Platform certifications

Company

KPI Partners

KPI Partners provides strategic guidance and technology systems for clients wishing.

Founded in 2006

Newark, California, USA

501-1000 employees

http://www.kpipartners.com/

H1B Sponsorship

KPI Partners has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (8)

2024 (6)

2023 (8)

2022 (9)

2021 (3)

2020 (11)