We are seeking an experienced D365 CE Lead Functional Consultant with broad and deep expertise across Dynamics 365 Customer Engagement (CE). This senior role is suited to an individual who has successfully led functional teams, shaped complex solution designs, and delivered large-scale D365 CE programmes, ideally within consultancy environments. You will act as a trusted advisor to our clients - many of whom operate within the public sector and local government - providing leadership across discovery, design, and delivery phases. You will champion best practice, ensure high-quality functional outcomes, and guide both clients and development teams towards successful adoption of Dynamics 365 CE and the wider Power Platform. You will lead client engagements, drive solution design, and ensure successful configuration and implementation of Dynamics 365 Customer Service in line with best practices and out-of-the-box functionality.
Key Responsibilities
* Lead end-to-end functional delivery of D365 CE projects, ensuring alignment with business outcomes and programme objectives.
* Facilitate and drive complex discovery activities, design workshops, and solution definition sessions with stakeholders at all levels.
* Work closely with stakeholders, product owners, business analysts, and technical teams to to guide solution design and delivery.
* Oversee and contribute to the creation of functional design documentation, configuration specifications, user stories, and process flows.
* Provide leadership and direction to functional consultants, supporting their development and ensuring consistent delivery quality.
* Promote and govern out-of-the-box capabilities, advising on where configuration or customisation is appropriate.
* Support project delivery activities, including testing strategies, training approaches, deployment planning, and transition to BAU.
* Provide strategic input on client roadmaps, platform adoption, and continuous improvement opportunities.
* Acting as a key leader within the capability, work closely with technical team leads to ensure designs best practices across the capability,.
* Stay current with the latest D365 CE and Power Platform features, promoting innovation and improvement
Skills & Experience Required
* Demonstrable experience at a senior level working with Dynamics 365 CE, including leading functional workstreams or teams, ideally within a consultancy environment.
* Experience delivering large or complex D365 CE projects across multiple customers, ideally including public sector organisations.
* Deep functional knowledge across D365 CE modules, particularly Customer Service.
* Proven ability to lead workshops, drive solutions, and translate business needs into scalable, supportable platform designs.
* Significant hands-on configuration experience in D365 CE and the Power Platform (Power Apps, Power Automate, Dataverse).
* Experience working within Agile delivery environments, including user story creation and backlog management.
* Strong leadership, coaching, and mentoring capabilities.
* Excellent communication skills with the ability to influence senior stakeholders.
* Relevant Microsoft certifications (such as MB-230, MB-210/220/280, MB-910, PL-200, PL-400) are desirable.
Personal Attributes
* Strategic thinker with a consultative, solution-focused mindset.
* Confident leading both clients and internal delivery teams.
* Strong analytical and problem-solving skills with attention to detail.
* Adaptable, proactive, and comfortable working with diverse clients and industries.
* Committed to high-quality delivery and continuous improvement.
* Leadership-oriented and inclusive, creating a culture where diverse perspectives are welcomed, consultants are actively developed, and design decisions are strengthened through constructive dialogue and professional challenge
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