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# D365 CRM Customer Service Functional Consultant

- **Company:** La Fosse
- **Location:** London, UK
- **Salary:** £182,000.0
- **Contract:** Temporary contract
- **Skills:** Application Programming Interfaces (APIs), Agile Methodology, Microsoft Azure, Data Migration, Microsoft Dynamics CRM, Knowledge Management, Microsoft Dynamics, Routing, Power BI, Systems Integration, Powerapps
- **Published:** July 1, 2026
- **Apply:** https://www.careerboard.com/pt/en/find-jobs-in-United-Kingdom/-C6D50356370212078D/

## About the Role

* 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

## Description

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.


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