D365 CRM Consultant

• Lead the strategy, design, and delivery of customer service solutions within our Microsoft ecosystem
• Own the Dynamics 365 Customer Engagement Customer Service capability, combining strategic leadership with hands-on delivery
• Design and implement D365 Customer Service Workspace, Omnichannel, and Contact Centre solutions
• Deliver Live Chat, Voice, and digital channel integrations
• Drive Teams telephony integration within our CRM estate
• Translate business requirements into scalable, well-architected solutions
• Work closely with technical teams to integrate D365 with wider platforms
• Support user adoption through workshops, training, and continuous improvement

Technologies:

• AI
• Azure
• Copilot
• CRM
• DevOps
• Support
• Power BI
• Office 365
• Cloud, We are partnering with a leading organisation to appoint a D365 CRM Consultant to lead the strategy, design, and delivery of customer service solutions within a Microsoft ecosystem. This is a high-impact, London-based hybrid role, offering a salary of up to £75k, where you will help shape how customer interaction platforms evolve and scale. You will be at the heart of transformation activity, combining strategic input with hands-on solution design to influence roadmap, delivery, and best practice across a critical CRM platform.

• Strong experience as a D365 CE techno-functional consultant with a Customer Service focus
• Proven track record delivering Omnichannel solutions, including chat, voice, and digital channels
• Hands-on experience with Power Platform, including Power Apps, Power Automate, and Dataverse
• Experience integrating Teams Phone and other telephony solutions
• Confidence working with stakeholders and producing solution designs
• Understanding of ALM and DevOps practices
• Microsoft certifications such as PL-200, PL-600, or MB-230 are desirable
• Exposure to Azure, Power BI, or Customer Insights is desirable
• Interest in AI and Copilot capabilities within D365 is desirable