Job Description

Job Title - GN - SONG - Service - Microsoft CRM - Analyst
Management Level: 11/Analyst
Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai
Must have skills: Microsoft Dynamics 365 Customer Relationship Management (CRM)
Good to have skills: Contact Centre Platform
Job Summary:
You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.
Areas of Work: Microsoft Business Analyst/Functional Consultant - MS D365 Customer Service & Marketing, Service module
Roles & Responsibilities: As part of these, you will drive, lead the workstream or the consulting team in the following:

• Serve as CRM solution consultant and if required, perform hands-on delivery of customer interaction solution (Microsoft Dynamics 365 Customer Service, Marketing & Sales modules)
• Requirements Gathering: Collaborate with stakeholders to understand their business needs and objectives. Elicit, document, and analyze business requirements and processes.
• Process Mapping: Create detailed process maps and workflows to illustrate current and future state processes. Identify bottlenecks and areas for optimization. Prepare clear and concise documentation, including business requirements documents, use cases, and user stories.
• Solution Design: Work with cross-functional teams to design and propose solutions, including software enhancements, process improvements, and organizational changes.
• Process Optimization: Analyze and redesign business processes to maximize efficiency and effectiveness. Recommend and implement improvements in collaboration with client teams.
• Deploy understanding of detailed MS Dynamics CRM configuration: Use customization and MS Dynamics 365 CRM architecture & landscape
• Use prior experience with MS Dynamics 365 CRM configuration: Apply thorough knowledge & hands-on experience of MS Dynamics Customer Service, Marketing and Sales modules as well as Power Platform expertise.
• Work with the client and implementation team: to conduct design sessions, requirement gathering sessions, drive backlog grooming sessions, create user stories and acceptance criteria, give regular working demos to all stakeholders during sprint reviews, functional testing, solution design and implementation activities.
• Be a member and/or lead the project delivery workstream across phases.
• Extensive Microsoft D365 Customer Service, Marketing & Sales Implementation experience and developing enhancements: Across life cycle with multiple geographies and work as a CRM solution consultant.
• Provide best practices direction and implement approach based on MS Dynamics 365 CRM standards.
• Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.
• Develop knowledge of prevailing trends, financials, and operating drivers across multiple industry segments.

• Participate in pre-sales activities including response to RFPs, creating 'Proof of Concept (POC), creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.
• Participate in practice-specific initiatives including creating 'Point of View', creating reusable assets on industry wise Sales Life cycle, performing analysis on industry research and market trends and bringing in innovative solutions, etc.
• Participate in growing the MS Dynamics practice

Professional & Technical Skills:

• Leverage expertise in designing key tools: Apply the 5-6 years of expertise in MS Dynamics CRM 365 Customer Service, Marketing and Sales, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Sales and Service Process, D365 Marketing features and Automation.
• Enable MS Dynamics 365 CRM solution: Apply this to facilitate solution build on MS Dynamics CRM ecosystem (Customer Service, Marketing, Sales, etc.).
• Apply key business Analysis skills: Focus on process analysis and designing/redesigning Customer Service and Marketing processes with the purpose of resolving process bottlenecks and pain areas.
• Hands-on with MS Dynamics 365 Customer Service, Marketing, Sales - Power Platform knowledge Good to Have.
• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements.
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, marketing and campaigning processes, operations and functional needs.
• Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project.
• Project management experience, including the ability to manage multiple projects simultaneously. Familiarity with project management methodologies (e.g., Agile, Waterfall).
• Ability to articulate the business value of recommendations/plans/strategies.
• Excellent analytical and problem-solving skills.
• Strong understanding of business processes, workflows, and systems.
• Thorough understanding of MS Dynamics CRM Framework and integration with internal and external components. Technical implementation experience - not mandatory but good to have.
• Maximize deep skills to manage stakeholder expectations: Engage in resolving issues and risks for the success of the project and MS Dynamics 365 CRM Framework and integration
• Deep dive with MS Dynamics 365 CRM certification: Certification in one or more these focused solution areas- Service/Marketing/Sales Functional Consultant.

Additional Information:

• Minimum 3 years of experience working on a CRM platform (Preferably Microsoft Dynamics 365 / Nice to have exposure to Salesforce CRM) / Digital transformation / Experience design / Business analysis including understanding of Customer Service, Marketing or Sales as a function.

• Good to have MS CRM Technical experience also. Worked on IVR, Contact Centre Platform ando

• Good to have Salesforce CRM experience.

• Must have Certification MS Dynamics 365 CRM Customer Service, and knowledge of power BI

• Must have worked on Proposals and contributed to business development work and must have experience in Sales Pitches and presales activities.

• Good to have managed small teams and support the growth of new offering and capability.

• Must have worked as Product Owner in implementation projects for MS Dynamics 365 Customer Service, Marketing & Sales transformational project.

• Must have worked in implementation of Case management, Routing, Entitlements, SLA, Knowledge Management (Full Customer Service Life Cycle), Marketing Campaigns, designing Customer Journeys, social media channel marketing, Lead to Quote, etc. in MS Dynamics 365 Customer Service, Marketing and Sales platforms

• Must have experience in defining user stories, refining them in Jira/Dev Ops to make them ready for development team.

• Strong oral and written communication skills, including presentation skills

• Has an inquisitive nature with a strong desire to learn

• At least delivered 3-4 CRM transformation program both in onsite and offsite client facing roles, and MBA is preferred

• Good to have experience in North America/Canadian projects

About Accenture:
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions -- underpinned by the world's largest delivery network -- Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
About Accenture Strategy & Consulting:
Accenture Strategy shapes our clients' future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network - a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit
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At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, .
Experience: Minimum 3-6+ year(s) of experience is required
Educational Qualification: MBA/PGDM from a tier 1 or 2
About Accenture Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services--creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.
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Skills Required