IN_Senior Associate_D365 CRM Technical_GCC_Advisory_Hyderabad

Line of Service

Advisory

Industry/Sector

Not Applicable

Specialism

SAP

Management Level

Senior Associate

Job Description & Summary

At PwC, our people in business application consulting specialise in consulting services for a variety of business applications, helping clients optimise operational efficiency. These individuals analyse client needs, implement software solutions, and provide training and support for seamless integration and utilisation of business applications, enabling clients to achieve their strategic objectives.

Those in Microsoft Dynamics CRM at PwC will specialise in analysing client requirements, implementing CRM software solutions, and providing training and support for seamless integration and utilisation of Microsoft CRM applications. Working in this area, you will enable clients to optimise operational efficiency and achieve their strategic objectives.

*Why PWC

At PwC, you will be part of a vibrant community of solvers that leads with trust and creates distinctive outcomes for our clients and communities. This purpose-led and values-driven work, powered by technology in an environment that drives innovation, will enable you to make a tangible impact in the real world. We reward your contributions, support your wellbeing, and offer inclusive benefits, flexibility programmes and mentorship that will help you thrive in work and life. Together, we grow, learn, care, collaborate, and create a future of infinite experiences for each other. Learn more about us.

At PwC, we believe in providing equal employment opportunities, without any discrimination on the grounds of gender, ethnic background, age, disability, marital status, sexual orientation, pregnancy, gender identity or expression, religion or other beliefs, perceived differences and status protected by law. We strive to create an environment where each one of our people can bring their true selves and contribute to their personal growth and the firm’s growth. To enable this, we have zero tolerance for any discrimination and harassment based on the above considerations. "

 

Responsibilities- 

 

 

• Customize and configure Microsoft Dynamics 365 CE to meet business requirements. 

• Collaborate with stakeholders to gather and analyze business requirements related to Contact Center and CRM. Implementation experience with contact center as a service (CCaaS) solution and use Dynamics 365 Customer Service for customer relationship management (CRM). 

• Develop and maintain integrations with third-party Contact Center platforms (e.g., Genesys, Five9, Amazon Connect, Twilio). 

• Design, configure, and deploy Microsoft Dynamics 365 CRM (Customer Engagement), particularly the Omnichannel for Customer Service module. 

• Implement and integrate omnichannel capabilities including live chat, voice, SMS, WhatsApp, social media, and email support. 

• Develop custom plug-ins, workflows, business process flows, and integrations using C#, JavaScript, and Power Platform tools. 

• Develop and maintain Canvas Apps that connect to Dataverse, Dynamics 365, and other data sources to support business processes. 

• Integrate Power Platform components (Power Automate, Power Apps, Power BI) for end-to-end business workflows. 

• Work with stakeholders to gather and analyze business requirements and translate them into technical solutions. 

• Design and implement integration solutions between Dynamics CRM and external systems using Azure Integrati