Dynamics 365 CE & Contact Centre Functional Consultant

Dynamics 365 CE Functional Consultant

Location: Remote
Contract: 6-12 Months (Potential Extension)
Rate: 625 per day Inside IR35

Overview

We are seeking an experienced Dynamics 365 Customer Engagement (CE) Functional Consultant to support the design, configuration, and delivery of enterprise-scale CRM and customer service solutions.

The successful candidate will bring a combination of strong Dynamics 365 functional consulting expertise and a solid understanding of customer service operations, contact centre technologies, omnichannel engagement, and AI-driven customer experience solutions. You will play a key role in translating business requirements into scalable Dynamics 365 solutions while supporting delivery across the full project lifecycle.

Working closely with business stakeholders, architects, developers, telephony teams, and product owners, you will help shape and deliver modern CRM and contact centre capabilities that drive operational efficiency and improve customer outcomes.

Key Responsibilities

Business Analysis & Stakeholder Engagement

• Lead discovery workshops, requirements gathering sessions, and stakeholder interviews.
• Work closely with customer service teams, business users, and product owners to understand operational needs and pain points.
• Translate business requirements into detailed functional specifications, user stories, process maps, and solution designs.
• Facilitate workshops to define customer journeys, service processes, and target operating models.

Dynamics 365 Functional Consultancy

• Configure and optimise Dynamics 365 Customer Engagement (CE) and Dynamics 365 Customer Service solutions.
• Design and implement Omnichannel capabilities to support seamless customer interactions across multiple channels.
• Configure case management, queues, work allocation, routing rules, SLAs, and service workflows.
• Develop scalable CRM solutions aligned to business objectives and customer service strategies.

Contact Centre & Customer Service Transformation

• Define IVR workflows, intelligent routing logic, customer interaction processes, and agent experience requirements.
• Support the transformation of contact centre operations through digital engagement and automation initiatives.
• Identify opportunities to improve customer experiences using AI-powered service capabilities and workflow automation.
• Collaborate with telephony and contact centre technology teams to deliver integrated solutions.

Solution Design & Delivery

• Support solution architecture activities including:
• Data modelling
• Business process design
• Functional solution design
• Security model definition
• Integration requirements gathering
• Work collaboratively with architects, developers, testers, and delivery teams throughout the project lifecycle.
• Contribute to Application Lifecycle Management (ALM) activities and deployment planning.

Testing & Adoption

• Support test planning, user acceptance testing (UAT), release management, and deployment activities.
• Assist with training, knowledge transfer, and user adoption initiatives.
• Ensure solutions meet functional, non-functional, and operational requirements.

Essential Skills & Experience

Microsoft Dynamics 365 Expertise

• Strong experience with:
• Microsoft Dynamics 365 Customer Engagement (CE)
• Dynamics 365 Customer Service
• Dynamics 365 Omnichannel
• Power Platform
• Power Automate
• Model-Driven Apps

• Proven experience delivering enterprise CRM transformation programmes.
• Strong understanding of customer service operations and service management processes.
• Experience designing and configuring:
• Case Management
• Queue Management
• Work Allocation
• Service Workflows
• Customer Service Automation

• Experience supporting contact centre transformation programmes.
• Knowledge of:
• IVR design
• Intelligent routing
• Agent desktop experiences
• Omnichannel customer engagement
• Understanding of telephony and contact centre platform integrations.

Functional Consulting

• Requirements analysis and functional design expertise.
• User story creation and solution documentation.
• CRM data modelling and business process mapping.
• Security model design and role-based access control.
• Integration requirements definition and API-based integrations.

Delivery & Governance

• Testing and release management experience.
• Application Lifecycle Management (ALM) knowledge.
• Experience working within Agile and hybrid delivery environments.
• Strong stakeholder management and communication skills.

Desirable Experience

• Contact Centre AI and automation technologies.
• Microsoft Copilot Studio.
• Telephony and contact centre platform integrations.
• Customer identification and digital response workflows.
• Dynamics 365 Sales.
• Dynamics 365 Field Service.
• Experience within public sector, government, financial services, healthcare, or other highly regulated environments.

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