> Markdown version of [/jobs/ext/342674-technical-business-analyst-microsoft-dynamics-365](https://www.wearedevelopers.com/jobs/ext/342674-technical-business-analyst-microsoft-dynamics-365). 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).

---

# Technical Business Analyst - Microsoft Dynamics 365

- **Company:** FDM Group
- **Location:** York, UK
- **Experience:** Expert
- **Salary:** £60,000.0 - £70,000.0
- **Contract:** Temporary to permanent
- **Skills:** Automatic Call Distributor, Agile Methodology, Microsoft Dynamics, Workflow Management Systems
- **Published:** June 15, 2026
- **Apply:** https://www.reed.co.uk/jobs/technical-business-analyst-microsoft-dynamics-365/57019482

## About the Role

* 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

## Description

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


## Related Videos

- [The user in the eye of the Cargo1492 storm](https://www.wearedevelopers.com/videos/96-the-user-in-the-eye-of-the-cargo1492-storm)
- [Systems Thinking for Performance: How to Diagnose and Fix Slow Systems without Guessing](https://www.wearedevelopers.com/videos/2103-systems-thinking-for-performance-how-to-diagnose-and-fix-slow-systems-without-guessing)
- [ShapeShift: Reinventing Agile for a B2B SaaS Scale-Up](https://www.wearedevelopers.com/videos/1655-shapeshift-reinventing-agile-for-a-b2b-saas-scale-up)
- [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)
- [From Punch Cards to AI-assisted Development](https://www.wearedevelopers.com/videos/611-from-punch-cards-to-ai-assisted-development)
- [RAG like a hero with Docling](https://www.wearedevelopers.com/videos/1602-rag-like-a-hero-with-docling)

## Related Articles

- [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)
- [Data Analyst Salary in the UK](https://www.wearedevelopers.com/magazine/278-data-analyst-salary-in-the-uk)
- [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs)
- [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)
- [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers)