Overview
We are seeking an experienced Microsoft Dynamics 365 Functional Consultant to join our growing consultancy team. This role focuses on Customer Service and Contact Centre solutions, supporting a diverse portfolio of clients including public sector and local council organisations. As a trusted advisor, 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.
Responsibilities
* Work closely with stakeholders, product owners, business analysts, and development teams to define business requirements and translate them into effective D365 Customer Service solutions.
* Participate and lead in design workshops, gathering requirements to define the business solution and promote out-of-the-box use of D365 capabilities.
* Configure and customise D365 Customer Service applications to meet business needs.
* Create and maintain functional design documentation, process flows, and configuration specifications.
* Support delivery including testing, training, and deployment.
* Advise customers and teams on D365 best practices for out-of-the-box implementations.
* Stay current with the latest D365 releases and Microsoft Power Platform updates to continuously enhance solutions.
* 3-7 years of experience as a D365 Functional Consultant, ideally within a consultancy environment.
* Strong functional knowledge of Dynamics 365 Customer Service, including Omnichannel / Contact Centre capabilities.
* Proven experience delivering projects across multiple customers, ideally within public sector or council environments.
* Hands-on configuration experience in Dynamics 365, including workflows, forms, views, and business process flows.
* Solid understanding of Power Platform components (Power Automate, Power Apps, Dataverse).
* Ability to facilitate workshops, gather requirements, and translate business needs into technical solutions.
* Excellent communication and stakeholder management skills at all organisational levels.
* Experience working with Agile delivery teams is highly desirable.
* Relevant Microsoft certifications (MB-910, MB-230) are advantageous.
Personal Attributes
* Consultative and proactive problem solver.
* Strong analytical mindset with attention to detail.
* Comfortable working independently and collaboratively within cross-functional teams.
* Adaptable and confident engaging with diverse clients and industries.
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