CRM Product Owner

Designation - CRM Product Owner

Location - Bangalore

Shift Time: 12:30 PM - 9:30 PM IST

Roles and Responsibilities

CRM Customer Service Module PO

• Collaborating with stakeholders to establish a product vision that aligns with business objectives
• Securing stakeholder buy-in for major decisions and strategies, and providing clear instructions and deliverables to developers
• Designing the product roadmap to outline the vision, priorities, and direction for the product offering over time.
• Partnering with business stakeholders to facilitate workshops, lead discovery sessions, and understand business requirements, offering recommendations for meeting these requirements with the proposed product
• Assisting clients in envisioning potential business solutions using Dynamics CRM
• Prepare functional requirements document, test case document for new projects
• Accountable for functional testing and documentation of results for all new projects / change requests / BAU items
• Create Product Backlog items by and collaborating closely with the development team to transform business requirements into user stories in Azure Devops
• Liase with the development team to ensure the product roadmap is delivered on time
• Conduct monthly catch-up calls with the Functional Manager to assess the status of module processes and ensure thorough review before implementation.
• Contribute towards the stability of the application by inspecting and evaluating product progress and gathering feedback at each iteration and adapts the product backlog based on that feedback.
• Conducting user training sessions to enhance user confidence in using the system and promoting user adoption by ensuring adherence to best practices
• Prepare training guides to educate the users with the functionality of the application

Experience-

• Minimum 5 years of experience in Microsoft Dynamics CRM – Customer Service (must) and Sales (good to have) modules
• Strong understanding of Email to Case Creation process, Routing mechanisms, Scheduling, Queues, Knowledge Articles, SLAs
• Experience with Unified Routing, Automatic Case Creation and Update rules
• Experience with Power Automate Flows
• Experience with Omnichannel – Voice Channel integration with CRM
• Experience in creating out of the box Dynamics views, dashboards
• Understanding of the security model of Dynamics CRM
• Experience in Data Analytics to generate Dashboards and Reporting
• Experience with creating Power BI reports (good to have)