D365 CRM Functional Consultant | Senior

Description

We are seeking a D365 CRM Functional Consultant to support the Voice of Customer (VoC) module within Microsoft Dynamics 365, enabling the capture, analysis and action on customer feedback to enhance utility service deliveries across Water and Electricity distribution. In this role, you will act as the key client-facing contact, bridging communication between the client's Business teams (Customer Services, Water, Electricity departments) and the IT department (Service Desk), while contributing to the implementation of feedback mechanisms such as Surveys, Focus Groups and Direct Customer interactions. It is important to work in the UTC +4 time zone (8 AM - 6 PM). service window should be arranged with DM support to overlap with EPAM delivery within the defined Service window by engineers working in different time zones. Responsibilities Serve as the first point of escalation from IT Service Desk Triage, prioritize and assign tickets Gather requirements from business stakeholders and document them in the Backlog and Business Requirement documentation Maintain compliance and technical documentation Communicate status and risks to the client's IT and Business stakeholders Provide strategic guidance for the VoC roadmap Perform minor customization, configuration and application support as required Lead business stakeholder communications, including clarifications and training Requirements 3+ years of experience working with Microsoft Dynamics 365, including the Voice of Customer (VoC) module Experience in gathering business requirements and translating them into technical documentation and backlog items Skills in ticket triage, prioritization and escalation management Background in customer feedback mechanisms, including Surveys, Focus Groups and Direct Customer interactions Understanding of compliance and technical documentation maintenance Capability to communicate effectively with both Business and IT stakeholders Familiarity with Utility sector operations (Water and Electricity distribution) is a plus Proficiency in providing minor customization, configuration and application support within D365 CRM English proficiency at B2 level or higher

Requirements

• 3+ years of experience working with Microsoft Dynamics 365, including the Voice of Customer (VoC) module

• Experience in gathering business requirements and translating them into technical documentation and backlog items

• Skills in ticket triage, prioritization and escalation management

• Background in customer feedback mechanisms, including Surveys, Focus Groups and Direct Customer interactions

• Understanding of compliance and technical documentation maintenance

• Capability to communicate effectively with both Business and IT stakeholders

• Familiarity with Utility sector operations (Water and Electricity distribution) is a plus

• Proficiency in providing minor customization, configuration and application support within D365 CRM

• English proficiency at B2 level or higher

Responsibilities

• Serve as the first point of escalation from IT Service Desk

• Triage, prioritize and assign tickets

• Gather requirements from business stakeholders and document them in the Backlog and Business Requirement documentation

• Maintain compliance and technical documentation

• Communicate status and risks to the client's IT and Business stakeholders

• Provide strategic guidance for the VoC roadmap

• Perform minor customization, configuration and application support as required

• Lead business stakeholder communications, including clarifications and training

Seniority

• Senior