Functional Consultant – Microsoft Contact Center (with Dynamics Customer Service)
Salary: competitive depending upon experience + benefits
Where the job is
based
: Hybrid (home-based, working with Kerv Digital office/customer site visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ
Who We Are
Dive into a world where technology meets innovation. At Kerv Digital, we're not just another tech company. We're the problem solvers, the magicians who transform complex challenges into seamless digital experiences. Utilising a powerful blend of Power Platform, DevSecOps, Data experiences, and Software Engineering, we create business solutions that truly resonate with our clients driving extreme value
With our roots planted in Birmingham and branches spreading across the globe from London to Bangalore, we're a proud member of the Kerv Group - a dynamic £112m revenue technology consultancy leader with a dedicated team of over 700 professionals, partnering with 800+ sector leaders.
People come first always we are incredibly proud of our unparalleled work culture. Not just words on paper, we wear our "Great Place to Work" certifications from the UK and India like badges of honour. Dive into an ocean of opportunities in an atmosphere that celebrates collaboration. Sharpen your prowess with a global multi-discipline team and be guided by the industry's most forward-thinking architects.
Required Skills:
We're Looking For a Consultant Who Lives And Breathes Microsoft Dynamics 365 Customer Service And Cloud Contact Centre Technology. You Should Bring
* In-depth knowledge of D365 Customer Service and Microsoft Contact Center, including Case Management, SLAs, Entitlements, Knowledge Management, CSW, and Omnichannel.
* Strong hands-on experience with Omnichannel for Customer Service (voice, chat, digital messaging).
* Practical configuration experience with Microsoft's CCaaS/Customer Service Voice, including:
* Unified Routing
* IVR creation & call flows
* ACD configuration
* Workstreams, queues and assignment rules
* Real-time analytics & sentiment
* Experience configuring Agent Assist, Copilot for Customer Service, and integrated AI capabilities.
* Strong understanding of Contact Centre operations, including queue strategies, escalation models, service level expectations, and channel shift.
* Familiarity with Telephony integration, especially Azure Communication Services (ACS), Direct Routing, Teams Extensibility.
* Be a trusted advisor by challenging creatively both internally and externally to drive better solutions and outcomes.
* Share knowledge with wider teams acknowledging that we are stronger together.
* Excellent written and verbal communication skills to understand, interpret, and playback functional and non-functional requirements.
* A desire to help customers realise the full value of D365 Customer Service & CCaaS.
* Solid understanding of Power Platform components, especially where they enhance Customer Service (Power Automate, Power Apps, Dataverse).
* Knowledge of when to recommend ProCode vs Low-Code solutions.
* Microsoft certifications (Customer Service, Omnichannel, Contact Center, Power Platform, Azure comms desirable).
* Understanding of Microsoft licensing across Customer Service, Digital Messaging, Voice and Power Platform.
Responsibilities
You'll probably need to demonstrate at least some experience with;
* Requirements gathering specifically for Customer Service and Contact Centre workflows, including:
* Case lifecycle mapping
* Omni-channel routing & deflection
* Knowledge authoring and use
* Workforce workflows
* Voice/telephony journeys
* Designing and configuring Omnichannel for Customer Service / CCaaS including voice, chat, WhatsApp, email, secure messaging and social channels.
* Building and optimising Unified Routing models, workstreams, and automated assignment strategies.
* Designing customer service IVRs, call flows, and escalation paths.
* Implementing intelligent experiences using:
* Copilot for Service
* Agent Assist
* Real-time transcription
* Sentiment analysis
* Building Proof of Concept to articulate CS & CCaaS solutions.
* Working with Solution Architects to implement changes safely across environments.
* Supporting pre-sales activity including demos, solution conceptualisation, and bid responses.
* Working closely with analysts, QA, and developers to ensure the solution meets requirements.
* Creating clear and effective documentation including service process flows, routing design, and configuration guides.
* Training customer service teams, supervisors and admins on Customer Service Enterprise, Customer Service Workplace, Contact Center / Omnichannel & Voice.
* Environment setup & configuration including channels, ACS voice / Teams Extensibility, compliance recording routing (if applicable), and analytics dashboards.
* Knowledge of builtin Agents / Agent Assist AI within D365 Customer Service and CCaaS.
* Other tasks as reasonably requested.
Desirable Skills
Candidates are expected to have
some
of the following skills;
* Experience with Copilot Studio (formerly Power Virtual Agents classic/modern) — building bots for Customer Service & CCaaS including IVR and digital messaging bots.
* Experience with Customer Insights Journeys (particularly when tied into customer service experiences).
* Any exposure to MSE or wider Dynamics ecosystem technologies.
* Power Platform experience (Canvas Apps, Power FX, Low-code automation).
* Understanding of C# or JavaScript extensibility within Dynamics.
* Agile (especially Scrum) experience.
* Office 365 integration knowledge (Exchange, SharePoint/Teams, Groups).
* DevOps/Git for solution management.
* Azure experience beneficial — especially ACS, Bot Services, Azure Functions & Logic Apps.
We're also looking for people that fit how we work, which is something like;
* happiest working under their own direction, but fully supported when needed
* an obvious attention to detail, we want you to obsess about the little things
* ability to identify and pick up new processes and software platforms quickly
* ability to work effectively with remote teams in both in the UK and India
* ability to work flexibly to deliver on-time to tight timescales
What We Can Do For You
We're a transparent, honest and fiercely equal employer that believes completely in providing the best possible work experience for our employee's:
Real Flexibility
– we're a family first organisation, and if the work gets done, you can work when and wherever you want. A healthy approach for most of our teams seems to be splitting three ways between home, customer sites and the office.
Awesome Environment
– all of our employee's will tell you that we foster an easy going environment, are experts at what we do and care deeply about what we work on – and the company was started specifically to find a way for people to take more enjoyment from their work.
Interesting Work
– these days most of our customers are household names and many of our projects have an important impact on the world around us. The kind of things we do regularly include working with not-for-profits to transform how they leverage technology, working with public bodies to shape digital services and working with top tier private entities to bring genuinely new and meaningful products and services to market.
Great Benefits
– all the usual suspects and then some. Some highlights include our choose-your-own tech approach to end-user devices, well stocked cupboards with tasty goodies (we're a food first company too), excellent professional development support including frequent in-house training for tech. you can't get trained on anywhere else and private healthcare. Full disclosure; some benefits can only be provided after probation.
Recognition & Growth
– Recognized as a 'Great Place to Work' in both the UK and India, our commitment to excellence goes beyond our products and services. Our culture is a testament to the dedicated technologists who work tirelessly to drive our vision forward. Being a part of Kerv Digital means embracing a culture of innovation, collaboration, and mutual respect. Our teams in the UK and India thrive in an atmosphere that promotes continuous learning and growth.
Join us at Kerv Digital, where we don't just build groundbreaking technology - we build future.
You will live the Kerv values…
* Think Customer First
* Team is everything
* Spread good vibes
* Build future
* Do the right thing
At Kerv, we're building something special and we're building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.