Dynamics 365 Functional Analyst - Contact Centre

La Fosse

Brussel Hoofdstad

On-site

EUR 111,000 - 175,000

Full time

41 hours ago

Be an early applicant

Application generator

A complete application in a minute — tailored resume and cover letter, ready to send.

Get past ATS filters

Job summary

La Fosse is seeking an experienced Dynamics 365 Functional Analyst to support a major customer service transformation programme in Brussels. The role focuses on Dynamics 365 Customer Service within a contact centre context, translating business needs into scalable functional solutions.

You will work with business users, technical teams, and vendors, contribute in Agile/Scrum settings, and help optimise integrations and omnichannel capabilities. Immediate start for a 12+ month engagement.

Qualifications

Proven experience as a Functional Analyst with Microsoft Dynamics 365.
Experience in a Contact Centre or customer service environment.
Strong stakeholder management and agile/Scrum experience.
Ability to translate business requirements into functional solutions.
Experience with Power Platform and Azure integrations.

Responsibilities

Gather, analyse, and document business requirements.
Translate requirements into Dynamics 365 solutions.
Act as the link between business users, technical teams, and vendors.
Support the configuration and optimisation of Dynamics 365 Customer Service.
Participate in workshops, user story creation, backlog refinement, and sprint planning.
Ensure solutions align with business objectives and customer service processes.
Support integration initiatives between Dynamics 365 and other enterprise applications.
Work within Agile/Scrum delivery teams to ensure successful project outcomes.
Facilitate stakeholder meetings and provide regular project updates.