Dynamics 365 Functional Consultant

Vaiticka Solution; United States; On-site; USD 85,239 - 121,401; Part time

Job summary

A leading consulting firm is seeking a Dynamics 365 CE Functional Consultant-Finance & Supply Chain to drive the design and implementation of customer engagement solutions. This role requires over eight years of experience in functional consulting or business analysis specifically focusing on Dynamics 365. You will lead workshops, translate requirements, and design solutions for customer service processes. The position is fully remote, and competitive pay will be offered based on experience.

Qualifications

• 8+ years of experience as a Functional Consultant/Business Analyst.
• Hands-on experience configuring D365 Customer Service.
• Strong understanding of customer service and contact center processes.

Responsibilities

• Lead discovery workshops with stakeholders to understand processes.
• Translate requirements into functional designs for Dynamics 365 CE.
• Design and configure case management and workflows for customer service.

Skills

Dynamics 365 Customer Engagement

Omni channel for Customer Service

Customer service processes

Power Platform

Communication skills

Supply Chain management

Finance operations

Tools

Power Apps

Power Automate

Job description

Base pay range

Base pay range

$75.00/hr - $75.00/hr

Direct message the job poster from Vaiticka Solution

Position: D365 CE Functional Consultant-Finance & Supply chain

Location: Remote

Employment: Contract

About the Role

We’re looking for a Dynamics 365 Customer Engagement Functional Consultant to lead end-to-end solution design, configuration, and rollout of D365 CE workloads (Customer Service, Sales, Field Service, and Contact Center/CCaaS). You’ll work closely with business stakeholders to translate customer service and engagement processes into scalable, AI-enabled solutions using Dynamics 365, Power Platform, and Copilot.

Key Responsibilities

• Lead discovery workshops with business and IT stakeholders to understand current processes, pain points, and objectives across customer service/contact center and sales.
• Translate requirements into functional designs, user stories, and configuration for Dynamics 365 Customer Engagement (Customer Service)
• Design and configure case management, queues and routing, SLAs, entitlements, knowledge management, Omni channel channels, and contact center workflows.
• Shape and validate use cases for Copilot (within Dynamics 365 and Copilot Studio), including assisted replies, summarization, and AI-driven insights.
• Work with technical consultants to design integrations, data migration, and extensions (plugins, custom connectors, Power Automate flows).
• Configure and test Omni channel for Customer Service / Contact Center capabilities (voice, chat, SMS, social, bots, routing).
• Define and document business process flows, security roles, and data models aligned to best practices.
• Create functional specifications, test cases, UAT scripts, and training materials; support UAT and user adoption activities.
• Support deployment planning, cutover, and post-go-live stabilization.
• Advise customers on roadmap, best practices, and phased adoption of D365 CE, Power Platform and AI capabilities.

Required Qualifications

• 8+ years of experience as a Functional Consultant/Business Analyst working with Dynamics 365 Customer Engagement (or legacy CRM).
• Hands-on experience configuring D365 Customer Service and/or Omni channel for Customer Service (or comparable cloud contact center).
• Strong understanding of customer service, contact center, or customer engagement processes (case lifecycle, routing, SLAs, knowledge, escalation paths).
• Experience writing user stories, acceptance criteria, and functional design documents.
• Practical exposure to Power Platform (Power Apps, Power Automate) for low-code extension of D365.
• Familiarity with Copilot and generative AI scenarios in Dynamics 365 (e.g., email suggestions, summarization, knowledge search).
• Hands on Supply Chain management and Finance operations.
• Excellent communication skills with ability to facilitate workshops and present to business stakeholders.

Preferred Qualifications

• Experience with Dynamics 365 Customer Service Contact Center / CCaaS or other CCaaS platforms (e.g., Five9, NICE, Genesys, Amazon Connect).
• Exposure to Copilot Studio / Power Virtual Agents (designing conversational bots, integrating with D365 and knowledge sources).
• Experience in regulated or public sector environments is a plus.
• Relevant Microsoft certifications (e.g., MB-210, MB-230, PL-200, PL-400).

Seniority level

• Mid-Senior level

Employment type

• Contract

Job function

• Information Technology, Consulting, and Business Development
• Industries
• IT Services and IT Consulting