Salary: £35,000 - 55,000 per year Requirements: 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 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 Exposure to Omnichannel for Customer Service or digital engagement channels (desirable) Experience supporting enterprise or public-sector-scale implementations (desirable) 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 throughout delivery Technologies: CRM Support Office 365 More: We are looking for a D365 Functional Consultant to join our team in Newcastle, UK, on a hybrid basis for a 6-month duration. As part of our team, you will work closely with our customers to enhance their service operations through well-configured Dynamics 365 solutions. We value strong functional expertise and excellent customer interaction skills, and we offer a collaborative environment where you can make a significant impact. last updated 14 week of 2026