Role:D365 Functional ConsultantLocation: Newcastle, UKDuration: 6 MonthsMode: Hybrid (2-3 days in a week)
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Job Description:
The Role
As a Dynamics 365 Functional Consultant, you will work closely with customers to understand their service operations and translate requirements into well-configured Dynamics 365 Customer Service solutions. The role requires strong functional expertise, excellent customer interaction skills, and hands-on capability to build configurations and Proof of Concepts.
Your responsibilities:
* Lead requirements discovery workshops and translate business needs into functional designs
* Analyse current CRM processes, pain points, and operating model.
* Configure Dynamics 365 Customer Service including case management, SLAs, queues, and routing
* Design and build functional Proof of Concepts to validate requirements and solution fit
* Work closely with solution architects and developers to ensure aligned delivery
* Configure Power Platform components including Power Apps and Power Automate
* Support UAT, defect triage, and user enablement activities
* Produce functional documentation including process flows and configuration guides
* Act as a trusted functional advisor to customer stakeholders throughoutdelivery
Your Profile
Essential skills/knowledge/experience:
* Strong hands-on experience with Dynamics 365 Customer Service
* Proven ability to configure case lifecycle, SLAs, queues, knowledge management, and reporting
* Experience building functional POCs xxuwjjq and demos
* Solid understanding of customer service processes and contact centre operations
* Hands-on experience with Power Apps and Power Automate
* Strong communication skills with confidence in customer-facing roles
* Experience working in structured delivery environments
Desirableskills/knowledge/experience:
* Exposure to Omnichannel for Customer Service or digital engagement channels
* Experience supporting enterprise or public-sector-scale implementations