Sr. Tech Lead - Application Development Microsoft N 4D

Requirements Gathering and Analysis: Lead workshops and meetings with stakeholders to capture and document detailed business requirements, identify pain points, and conduct gap analyses between existing processes and D365 capabilities.

Solution Design and Configuration: Design end-to-end functional solutions, leveraging out-of-the-box Dynamics 365 Customer Service and Power Platform features where possible. This includes configuring cases, knowledge management, queues, entitlements, SLAs, security models, and interactive dashboards.

Contact Center Specialization: Implement and configure specialized contact center/Omnichannel features, such as unified routing, work streams, capacity profiles, data masking, and authentication settings to manage customer interactions across various channels (chat, email, etc.).

Documentation and Training: Create and maintain comprehensive documentation, including functional design specifications, process flows, test scripts, and user manuals. Plan and deliver end-user training sessions and support change management activities to drive user adoption.

Implementation and Testing: Collaborate with cross-functional technical teams (developers, architects, integration specialists) to translate functional designs into technical solutions and support delivery throughout the project lifecycle (Agile/SCRUM). Develop and execute test plans (SIT and UAT) to ensure the solution meets business and functional requirements.

Advisory and Support: Provide post-go-live support, troubleshoot issues, manage escalations, and recommend continuous improvements to optimize the system and enhance customer satisfaction. Advise clients on Microsoft best practices and emerging technologies like AI/ML and Virtual Agents.

Minimum Qualifications:

Experience:

Minimum of 7-10+ years of experience in functional consulting, with a focus on Microsoft Dynamics 365 Customer Engagement (CE) / CRM implementations.

Proven experience specifically with D365 Customer Service and contact center solutions is essential.

Experience delivering multiple full-cycle implementation projects and managing client expectations.