D365 CRM Customer Service Functional Consultant

Microsoft Dynamics 365 Customer Service Functional Consultant

Contract: 6-12 Months
IR35: Inside IR35
Location: Hybrid - York or London

We are looking for an experienced Microsoft Dynamics 365 Customer Service Functional Consultant to join a high-profile project delivering and optimising customer service solutions using Microsoft Dynamics 365.

Working closely with business stakeholders, you will play a key role in gathering requirements, designing functional solutions, and configuring Dynamics 365 Customer Service to improve customer experience, operational efficiency, and agent productivity.

Key Responsibilities

• Lead the functional design and configuration of Microsoft Dynamics 365 Customer Service solutions.

• Gather and translate business requirements into functional specifications.

• Configure core Customer Service capabilities, including:

  • Case Management

  • Knowledge Management

  • Service Level Agreements (SLAs)

  • Queues and Routing

  • Customer Service Workspace

• Provide best practice guidance on Dynamics 365 Customer Service.

• Collaborate with technical teams to ensure successful solution delivery.

• Support User Acceptance Testing (UAT) and quality assurance activities.

• Deliver user training and support business change initiatives.

• Provide post-go-live support and identify opportunities for continuous improvement.

• Maintain solution documentation and governance standards.

Skills & Experience

• Proven experience as a Microsoft Dynamics 365 Functional Consultant with a focus on Customer Service.

• Strong knowledge of Dynamics 365 Customer Service capabilities and configuration.

• Experience delivering Case Management and Knowledge Management solutions.

• Good understanding of the Microsoft Power Platform, including Power Apps and Power Automate.

• Strong requirements gathering and stakeholder management skills.

• Excellent business process analysis and solution design experience.

• Experience working within Agile and/or Waterfall delivery environments.

• Excellent communication and stakeholder engagement skills.

Desirable

• Experience with Dataverse, Azure integrations and APIs.

• Knowledge of data migration and reporting using Power BI.

• Microsoft certifications, including:

  • Dynamics 365 Customer Service Functional Consultant Associate

  • Power Platform Functional Consultant Associate

What's on Offer

• 6-12 month contract

• Inside IR35

• Hybrid working from York or London

• Opportunity to work on a large-scale Microsoft Dynamics 365 transformation programme