Functional Consultant - Dynamics 365

La Fosse; Brussel Hoofdstad; On-site; EUR 111,000 - 175,000; Full time

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.

Skills

Dynamics 365

Customer Service

Agile/Scrum

Stakeholder Management

Communication

Workshop Facilitation

Requirements Gathering

Problem Solving

Power Platform

Tools

Microsoft Dynamics 365

Power Apps

Power Automate

Azure Integrations

Omnichannel for Customer Service

Dynamics 365 Contact Center

Job description

Dynamics 365 Functional Analyst (Contact Centre)

Overview

We are currently looking for an experienced Dynamics 365 Functional Analyst to support a major customer service transformation programme for a leading organisation based in Brussels.

The ideal candidate will have strong experience working with Microsoft Dynamics 365 Customer Service, preferably within a Contact Centre environment, and will be comfortable translating business requirements into scalable functional solutions.

Key Responsibilities

• Gather, analyse, and document business requirements from key stakeholders.
• Translate business needs into functional specifications and Dynamics 365 solutions.
• Act as the link between business users, technical teams, and third-party vendors.
• Support the configuration and optimisation of Dynamics 365 Customer Service.
• Participate in workshops, user story creation, backlog refinement, and sprint planning activities.
• 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.

Required Experience

• Proven experience as a Functional Analyst working with Microsoft Dynamics 365.
• Strong knowledge of Dynamics 365 Customer Service.
• Experience working within a Contact Centre or Customer Service environment.
• Good understanding of Dynamics 365 configuration and integration capabilities.
• Experience translating business requirements into functional solutions.
• Previous experience working in Agile/Scrum environments.
• Excellent stakeholder management and communication skills.
• Strong workshop facilitation and requirements-gathering experience.
• Experience with Dynamics 365 Contact Center.
• Knowledge of Omnichannel for Customer Service.
• Experience with Power Platform, including:
• Power Apps
• Power Automate
• Understanding of Azure integrations.
• Experience working on large-scale customer service transformation programmes.
• Experience within enterprise or public-sector environments is advantageous.

Candidate Profile

• Strong communicator capable of engaging both technical and business stakeholders.
• Analytical mindset with strong problem-solving capabilities.
• Able to operate independently and manage multiple priorities.
• Customer-focused with a passion for delivering business value through technology.
• Duration: 12 Months+ Extension Potential
• Start: ASAP
• Rate: Competitive Day Rate

This is an excellent opportunity to join a high-profile transformation programme and play a key role in the evolution of a large-scale Dynamics 365 Customer Service platform.