Dynamics Consultant

Insight Global; United States; On-site; USD 90,000 - 124,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) after 90 days

Paid Time Off

Job summary

Insight Global is seeking a Senior Dynamics 365 Functional Consultant to lead the functional design and configuration of a Dynamics 365 Customer Service solution supporting HR Case Management. You will be the primary liaison between HR, HRIS, business stakeholders, and technical teams, ensuring requirements become scalable, user-friendly solutions.

The role focuses on case management, security, workflow design, routing, SLA management, and user adoption, with a compensation range of

Qualifications

• 5+ years as a Dynamics 365 Functional Consultant with CS focus.
• Experience configuring case management, workflows, queues, routing, and SLAs.
• Ability translate business requirements into functional designs.
• Experience leading stakeholder workshops and process improvements.

Responsibilities

• Lead functional design and configuration of Dynamics 365 Customer Service for HR Case Management.
• Gather requirements from HR, HRIS, and stakeholders and define future-state processes.
• Design and configure case management workflows and escalation paths.
• Configure queues, routing rules, work assignment, and SLAs.
• Establish security roles, business units, and access controls for governance.
• Support testing, UAT, training, and end-user adoption.
• Collaborate with IT on integrations and document management.

Skills

Dynamics 365

Functional Consultant

Customer Service

Case Management

Workflows

Queues

Routing

Security Roles

SLAs

Stakeholder Workshops

Tools

Omnichannel CS

Unified routing

Knowledge management

SharePoint integration

Power Platform

Microsoft ecosystem

Job description

Title: Senior Dynamics 365 Functional Consultant

Duration: 6 month extending contract

Must-haves:

• 5+ years of experience as a Dynamics 365 Functional Consultant, with a strong focus on Dynamics 365 Customer Service.
• Hands-on experience configuring case management, workflows, queues, routing, security roles, and SLAs.
• Proven ability to translate business requirements into functional designs and system configurations.
• Experience leading stakeholder workshops and driving process improvement initiatives.
• Strong communication skills and ability to work directly with business and technical teams.

Preferred Qualifications:

• Experience with HR Case Management or employee service operations.
• Experience with Omnichannel for Customer Service, unified routing, and knowledge management.
• Familiarity with SharePoint integrations, Power Platform, and Microsoft ecosystem solutions.

Day to day:

We are seeking a Senior Dynamics 365 Functional Consultant to lead the functional design and configuration of a Dynamics 365 Customer Service solution supporting HR Case Management. This individual will be the primary liaison between HR, HRIS, business stakeholders, and technical teams, ensuring business requirements are translated into scalable, user-friendly solutions. The role focuses on case management, security, workflow design, routing, SLA management, and user adoption.

Key Responsibilities:

• Configure and optimize Dynamics 365 Customer Service / HR Case Management capabilities.
• Partner with HR, HRIS, and business stakeholders to gather requirements and define future-state processes.
• Design and configure case management workflows, business process automation, and escalation paths.
• Configure queues, routing rules, work assignment logic, and service-level agreements (SLAs).
• Establish security roles, business units, teams, and access controls to support data governance and compliance.
• Configure knowledge management functionality, including knowledge articles and search capabilities.
• Support testing, user acceptance testing (UAT), training, change management, and end-user adoption.
• Collaborate with technical teams on integrations, document management, and overall solution design.

Compensation:

$65/hr to $90/hr.

Exact compensation may vary based on several factors, including skills, experience, and education.

Employees in this role will enjoy a comprehensive benefits package starting on day one of employment, including options for medical, dental, and vision insurance. Eligibility to enroll in the 401(k) retirement plan begins after 90 days of employment. Additionally, employees in this role will have access to paid sick leave and other paid time off benefits as required under the applicable law of the worksite location.