D365 CRM Customer Service Functional Consultant

We are looking for an experienced Microsoft Dynamics 365 Customer Service Functional Consultant to join a high-profile project delivering and optimising customer service solutions using Microsoft Dynamics 365.

Working closely with business stakeholders, you will play a key role in gathering requirements, designing functional solutions, and configuring Dynamics 365 Customer Service to improve customer experience, operational efficiency, and agent productivity. Key Responsibilities

• Lead the functional design and configuration of Microsoft Dynamics 365 Customer Service solutions.
• Gather and translate business requirements into functional specifications.
• Configure core Customer Service capabilities, including:
• Case Management
• Knowledge Management
• Service Level Agreements (SLAs)
• Queues and Routing
• Customer Service Workspace
• Provide best practice guidance on Dynamics 365 Customer Service.
• Collaborate with technical teams to ensure successful solution delivery.
• Support User Acceptance Testing (UAT) and quality assurance activities.
• Deliver user training and support business change initiatives.
• Provide post-go-live support and identify opportunities for continuous improvement.
• Maintain solution documentation and governance standards.

• Proven experience as a Microsoft Dynamics 365 Functional Consultant with a focus on Customer Service.
• Strong knowledge of Dynamics 365 Customer Service capabilities and configuration.
• Experience delivering Case Management and Knowledge Management solutions.
• Good understanding of the Microsoft Power Platform, including Power Apps and Power Automate.
• Strong requirements gathering and stakeholder management skills.
• Excellent business process analysis and solution design experience.
• Experience working within Agile and/or Waterfall delivery environments.
• Excellent communication and stakeholder engagement skills.

Desirable

• Experience with Dataverse, Azure integrations and APIs.
• Knowledge of data migration and reporting using Power BI.
• Microsoft certifications, including:
• Dynamics 365 Customer Service Functional Consultant Associate
• Power Platform Functional Consultant Associate

• 6-12 month contract
• Inside IR35
• Hybrid working from York or London
• Opportunity to work on a large-scale Microsoft Dynamics 365 transformation programme