Dynamics 365 (CE) Functional Consultant

Harvey Nash Group; Burton upon Trent; Hybrid; GBP 65,000; Full time

Job summary

A leading recruitment agency is looking for a Dynamics 365 Customer Engagement Functional Consultant based in Burton upon Trent. This hybrid position requires proven experience in implementing Dynamics 365 CE solutions, particularly in Customer Service. The candidate should possess strong skills in Customer Service Workspace and have the ability to enhance communications through advanced integration tools like Teams Telephony. The role offers a salary of up to £65,000.

Qualifications

• Experience implementing Dynamics 365 CE solutions, especially in Customer Service.
• Ability to enhance customer experience through direct project delivery.
• Familiarity with ALM and DevOps best practices.

Responsibilities

• Lead functional design and deployment for D365 CE modules.
• Implement advanced communication tools within D365 CE.
• Ensure successful integration with existing business communications.

Skills

Dynamics 365 CE Experience

Customer Service Workspace expertise

Omnichannel solution implementation

Integration of Teams Telephony

Stakeholder management

Documentation and functional design

Knowledge of contact centre tech

Power Platform knowledge

Tools

Azure Communication Services

Power Apps

Power Automate

Job description

Dynamics 365 Customer Engagement (CE) Functional Consultant - Burton

Hybrid working - 2/3 days per week onsite

Salary up to £65,000

Dynamics 365 Customer Engagement (CE) Functional Consultant skilled in Customer Service Workspace, Contact Centre solutions, Live Chat, Voice, Azure Communication Services, and Teams Telephony implementation. Proven experience delivering end-to-end Dynamics 365 CE Customer Service projects, enhancing customer experience, and integrating advanced communication tools. Lead functional design and deployment of D365 CE modules including CSW, Omnichannel, and Contact Centre features.

Key skills and responsibilities,

• Dynamics 365 CE Experience
• Experienced D365 CE Functional Consultant, specialising in Customer Service
• Strong expertise in Customer Service Workspace, Omnichannel, and Contact Centre solutions
• Skilled in implementing Email, Live Chat, Voice, and ACS within D365 CE Omnichannel
• Proven integration of Teams Telephony with Dynamics 365
• Knowledgeable about contact centre tech and telephony systems
• Solid grasp of Power Platform, including Power Apps and Power Automate
• Excellent stakeholder management and communication abilities
• Capable of producing clear documentation and functional designs
• Good understanding of ALM and DevOps best practices

Interested?! Send your up-to-date CV to Dean Sadler-Parkes at Harvey Nash for review

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