> Markdown version of [/jobs/ext/1177159-d365-crm-business-analyst-contact-centre](https://www.wearedevelopers.com/jobs/ext/1177159-d365-crm-business-analyst-contact-centre). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # D365 CRM Business Analyst - Contact Centre - **Company:** La Fosse - **Location:** Glasgow, UK - **Salary:** £156,000.0 - £169,000.0 - **Contract:** Temporary contract - **Skills:** Application Programming Interfaces (APIs), Agile Methodology, Artificial Intelligence, Data Governance, Microsoft Dynamics CRM, Microsoft Dynamics, Data Ingestion - **Published:** July 4, 2026 - **Apply:** https://uk.indeed.com/viewjob?jk=99887bc5c8b3402d ## About the Role * Proven experience leading Business Analysis teams on complex technology transformation programmes. * Strong experience with Microsoft Dynamics 365 Customer Engagement (D365 CE), the Power Platform, and/or CCaaS solutions. * Excellent requirements gathering and documentation skills, particularly for integration and data-focused projects. * Experience producing clear analysis deliverables for technical and delivery teams. * Strong understanding of Agile methodologies and experience working with Product Owners and cross-functional delivery teams. * Excellent stakeholder management, communication and workshop facilitation skills. * Comfortable working in fast-paced environments where requirements evolve throughout delivery., * Experience with system integrations, APIs or data ingestion projects. * Exposure to Microsoft Contact Centre technologies. * Knowledge of data governance, data quality and regulatory requirements. * Experience supporting automation or AI-driven business processes. * Previous experience within the insurance or wider financial services sector. ## Description We're looking for an experienced Lead Business Analyst to play a key role within a large-scale CRM & Contact Centre Transformation programme. You'll lead a team of Business Analysts, working closely with business and technology stakeholders to define, analyse and deliver high-quality requirements across Microsoft Dynamics 365 CRM and Contact Centre as a Service (CCaaS) solutions supporting multiple business areas., * Lead business analysis activities across CRM and CCaaS initiatives, capturing and documenting both business and technical requirements. * Guide the design of end-to-end business processes, including integrations between source systems, third-party applications and CRM platforms. * Produce and oversee high-quality analysis artefacts, including user stories, acceptance criteria, process maps, data mappings and interaction flows. * Collaborate with Solution Architects and Engineering teams to develop practical solutions aligned with enterprise standards. * Support the adoption of automation and AI-enabled capabilities within CRM and contact centre platforms. * Ensure requirements address data quality, governance, security, regulatory compliance and operational resilience. * Facilitate workshops and requirements sessions with business stakeholders, SMEs and technical teams. * Support Agile delivery by managing backlog refinement, prioritisation and ensuring stories are ready for development. ## Related Videos - [When React Meets Reality: Building a Real-Time Control Room for Autonomous Vehicles](https://www.wearedevelopers.com/videos/2091-when-react-meets-reality-building-a-real-time-control-room-for-autonomous-vehicles) - [Data Governance in the Era of AI](https://www.wearedevelopers.com/videos/1622-data-governance-in-the-era-of-ai) - [ShapeShift: Reinventing Agile for a B2B SaaS Scale-Up](https://www.wearedevelopers.com/videos/1655-shapeshift-reinventing-agile-for-a-b2b-saas-scale-up) - [Data Analytics with Microsoft Fabric: End-to-End Use Case with Data Agents](https://www.wearedevelopers.com/videos/1547-data-analytics-with-microsoft-fabric-end-to-end-use-case-with-data-agents) - [Build Delightful Mobile Experiences with Kotlin, Realm, and Atlas Device Sync](https://www.wearedevelopers.com/videos/694-build-delightful-mobile-experiences-with-kotlin-realm-and-atlas-device-sync) - [Conversational AI meets MS data agents to improve customer experience](https://www.wearedevelopers.com/videos/2010-conversational-ai-meets-ms-data-agents-to-improve-customer-experience) ## Related Articles - [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk) - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [UK Business Culture and Etiquette](https://www.wearedevelopers.com/magazine/326-uk-business-culture-and-etiquette) - [Best Companies to work for in London: Top 25 Companies in 2023](https://www.wearedevelopers.com/magazine/187-best-companies-to-work-for-in-london-top-25-companies-in-2023) - [Data Engineer Salary UK](https://www.wearedevelopers.com/magazine/253-data-engineer-salary-uk) - [Coffee with Developers - Maria Apazoglou - Making AI understandable for all in production](https://www.wearedevelopers.com/magazine/475-coffee-with-developers-maria-apazoglou-making-ai-understandable-for-all-in-production)