Job Summary :
We are seeking a Senior Consultant â AI & Digital to help design and deliver AIâenabled, CRMâcentric transformation initiatives. This role sits at the intersection of business strategy, CRM platforms, and applied AI, translating customer service and operations needs into scalable, dataâdriven solutions.
As a Senior Consultant, you will work closely with business leaders, product managers, CRM team, data science, and engineering teams to modernize customer engagement, improve agent productivity, and unlock value from Dynamics 365 through AI, automation, and intelligent workflows.
Key Responsibilities :
- Lead transformation initiatives using Microsoft Dynamics 365 (Customer Service, Sales, Case Management, Knowledge Management etc)
- Analyze and redesign endâtoâend customer and agent journeys within Dynamics to improve efficiency, consistency, and experience
- Translate business requirements into CRM capabilities, configurations, and integration needs
- Collaborate with data science and engineering teams to integrate AI services with Dynamics entities, case data, and telemetry
- Evaluate tradeâoffs between agentâassist solutions, agentic automation, and traditional CRM workflows
- Manage post-release feature management measurement of adoption, performance, and the need for reiterations for release
- Analyze data to provide actionable product insights and define product capabilities, assessment of operational data required
- Proactively identify gaps in the current product offering and lead the effort to develop solutions that drive business value
- Provide support to the various internal customer support teams to help streamline product rollout
- Develop concise product materials to document the product features to educate stakeholders (e.g., Release Notes, training videos etc )
This is a hybrid position. Expectation of days in the office will be confirmed by your Hiring Manager.