Technical Business Analyst - Microsoft Dynamics 365

FDM is a global business and technology consultancy seeking a Functional Consultant - Contact Centre & Workflow CRM (CSP) to join an ongoing Customer Service Platform transformation programme.

This is initially a contract role with strong potential for extension. The role will be hybrid and based in York.

This opportunity sits within a large-scale transformation programme integrating Contact Centre (CCaaS), Workflow CRM (case management), and data into a single platform. The role will focus on accelerating design and delivery readiness, ensuring seamless end-to-end customer and colleague journeys across channels and case management. Responsibilities

• Facilitate business and design workshops across Contact Centre and Workflow workstreams
• Translate business requirements into high-quality user stories, epics, and backlog items
• Develop end-to-end customer and colleague journeys across voice, digital channels, and case handling
• Act as a bridge between Product Owners, Business Analysts, and technical teams
• Contribute to functional design, proof of concepts (POCs), and solution validation

• Strong experience with Dynamics 365 Customer Service and/or Contact Centre transformation (CCaaS)
• Proven expertise in contact centre design (IVR, routing, omnichannel) and case management / CRM workflows
• Experience facilitating workshops and translating outputs into structured requirements and user stories
• Ability to work across business, BA, and technical teams in complex environments
• Comfortable operating in fast-paced Agile delivery environments
• Minimum 5+ years’ experience in Functional Consulting / CRM / Contact Centre transformation roles, * Agile
• CRM
• User Stories
• IVR Design
• Omnichannel
• Dynamics 365
• CCaaS
• Call Routing
• Case Management
• Workshop Facilitation

About FDM

FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience.

We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2,500 employees. FDM has experienced continued growth and is listed on the FTSE4Good Index, as well as being recognised as a 2026 Financial Times UK ‘Best Employer’. Diversity & Inclusion

FDM Group is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic. Why Join Us

• Career coaching, mentoring, and continuous upskilling