D365 Commerce, POS & Customer Service Consultant

Dynamics 365 Commerce, POS & Customer Service Consultant

Location: Ahmedabad, Gujarat

Job Type: Full Time

About Simform

Simform is a premier digital engineering company specialising in Cloud, Data, AI/ML, and Experience Engineering to create seamless digital experiences and scalable products. Simform has strong capabilities across Microsoft, AWS, Google Cloud, and Databricks. With a presence in 6 countries, Simform primarily serves North America, the UK, and the Northern European market. Simform is well-recognised as one of the most reputed employers in the region, having created a thriving work culture with a high work-life balance that gives a sense of freedom and opportunity to grow.

Role Overview

We are looking for a D365 Commerce, POS & Customer Service Consultant with strong experience in Dynamics 365 Commerce, Retail POS, Omnichannel Customer Service, and Customer Engagement (CE/CRM). The ideal candidate should have a balanced techno-functional background with expertise in retail operations, customer support processes, POS solutions, and omnichannel customer engagement within the Microsoft ecosystem.

Key Responsibilities

• Configure and support D365 Commerce, Retail POS, and Customer Service solutions.
• Work on Store Commerce / MPOS / CPOS implementations and retail operations.
• Support POS processes including billing, returns, exchanges, loyalty, promotions, discounts, gift cards, and store operations.
• Configure and support Omnichannel Customer Service capabilities including chat, queues, routing, SLAs, case management, and customer communication workflows.
• Work on CRM functionalities including Accounts, Contacts, Activities, Cases, and customer engagement processes.
• Support customer journey and omnichannel experiences across retail stores, support channels, and digital platforms.
• Collaborate with technical teams for integrations, automation, APIs, and customization requirements.
• Support implementation, migration, enhancement, rollout, and production support activities.
• Work with Power Platform, Dataverse, dashboards, workflows, and automation solutions.
• Explore Copilot, AI-assisted support, and customer engagement use cases where applicable.

Required Skills

• Strong hands-on experience with Dynamics 365 Commerce and Retail POS solutions.
• Experience with Store Commerce, MPOS, CPOS, and retail operations.
• Good understanding of POS lifecycle, pricing, promotions, loyalty, returns, exchanges, and omnichannel retail processes.
• Experience with Dynamics 365 Customer Service and CE/CRM modules.
• Understanding of case management, SLA management, queues, routing, and customer support workflows.
• Exposure to Dataverse, model-driven apps, Power Automate, and Power Platform capabilities.
• Basic understanding of Commerce architecture including CSU, Retail Server, CRT, and integrations is preferred.
• Experience with APIs, integrations, Azure services, or middleware tools is an advantage.
• Good communication, stakeholder management, and problem-solving skills.

Preferred Certifications

• Microsoft Certified: Dynamics 365 Commerce Functional Consultant Associate (MB-340)
• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230)
• Microsoft Certified: Power Platform Functional Consultant Associate (PL-200) — good to have
• Microsoft Certified: Dynamics 365 Fundamentals (MB-910) — good to have

Preferred Profile

• Strong understanding of retail operations, POS systems, customer service, and omnichannel engagement.
• Experience working on implementation, rollout, migration, or support projects.
• Ability to work closely with business users, retail teams, support teams, and technical consultants.
• Interest in AI, Copilot, automation, and next-generation customer engagement technologies within the Microsoft ecosystem.