D365 CRM Functional Consultant

We are seeking a D365 CRM Functional Consultant to support the Voice of Customer (VoC) module within Microsoft Dynamics 365, enabling the capture, analysis and action on customer feedback to enhance utility service deliveries across Water and Electricity distribution. In this role, you will act as the key client-facing contact, bridging communication between the client's Business teams (Customer Services, Water, Electricity departments) and the IT department (Service Desk), while contributing to the implementation of feedback mechanisms such as Surveys, Focus Groups and Direct Customer interactions.

It is important to work in the UTC +4 time zone (8 AM - 6 PM). service window should be arranged with DM support to overlap with EPAM delivery within the defined Service window by engineers working in different time zones.

Responsibilities

• Serve as the first point of escalation from IT Service Desk
• Triage, prioritize and assign tickets
• Gather requirements from business stakeholders and document them in the Backlog and Business Requirement documentation
• Maintain compliance and technical documentation
• Communicate status and risks to the client's IT and Business stakeholders
• Provide strategic guidance for the VoC roadmap
• Perform minor customization, configuration and application support as required
• Lead business stakeholder communications, including clarifications and training

Requirements

• 3+ years of experience working with Microsoft Dynamics 365, including the Voice of Customer (VoC) module
• Experience in gathering business requirements and translating them into technical documentation and backlog items
• Skills in ticket triage, prioritization and escalation management
• Background in customer feedback mechanisms, including Surveys, Focus Groups and Direct Customer interactions
• Understanding of compliance and technical documentation maintenance
• Capability to communicate effectively with both Business and IT stakeholders
• Familiarity with Utility sector operations (Water and Electricity distribution) is a plus
• Proficiency in providing minor customization, configuration and application support within D365 CRM
• English proficiency at B2 level or higher

We offer

• We gather like-minded people:
• • Top tech minds driving innovation in AI, cloud and digital platform modernization
    • Supportive team and agile, startup-like culture
    • Hybrid by design mode and opportunity to work remotely within Poland
    • Chance to work abroad for up to 60 days annually
    • Business-driven relocation opportunities
• We provide growth opportunities:
• • Career development programs
    • Thought leadership, mentoring, soft skills and well-being programs
    • Certification (Anthropic, Gemini, GCP, Azure, AWS)
    • English classes
• We cover it all:
• • Stable pay
    • Participation in the Employee Stock Purchase Plan with a 15% discount
    • Benefits package (health insurance, multisport, shopping vouchers)
    • Referral bonuses up to $2,000
    • Offices featuring entertainment and relaxation zones, table tennis and football, free snacks, coffee and more
    • Corporate, social and well-being events
• Please, note:
• • Benefits listed above are available to employees only
    • We are open for working with Contractors. Terms of B2B cooperation agreements are agreed individually
    • We will reach out to selected candidates exclusively

EPAM is global leader in AI transformation engineering and integrated consulting, serving Forbes Global 2000 companies and ambitious startups. With over thirty years of expertise in custom software, product and platform engineering, we empower our clients to become AI-Native enterprises, driving measurable value from innovation and digital investments.