Microsoft Dynamics Functional Lead

Accelerate your career in a dynamic and innovative digital marketing agency that's redefining how organizations in Song Service connect with stakeholders and deliver value. Join Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. Grow alongside our global network of talent, and help drive impactful change for some of the world's most mission-driven institutions.

As a team:

Song Service:

Our purpose is to champion the customer, helping businesses across all industries build relevant and significant relationships and interactions with their customers - both B2B and B2C.

The Service practice sits within our Song business. We work across Financial Services, Health & Public Sector and Communications Media and Technology clients. In Service, we help our clients define, plan and deliver changes that impact end customers and the front-office.

As part of the Service team, you will:

Be at the forefront of the industry to create, own and make it a reality for clients looking to better serve their connected customers and operate always-on enterprises

Work with famous brands and household names - no worrying about how to explain what you do to your family again!

Support clients to define a customer-first mindset, helping them shape their business and operating models

Redefine customer journeys and personalise interactions to create significant and consistent experiences

Be at the forefront of physical and digital engagement models to give their customers a seamless service model

Re-invent the customer 'ecosystem' as products / services spread across organisations

Learn about the latest trends in customer data and experience from a customer, colleague and operations perspective and utilise this data to help organisations maximise value from their customer interactions

Understand how to shape and deliver transformational solutions for clients who are looking to better understand their customers and how they engage with their products and services

Have the opportunity to deepen your practitioner knowledge in areas such as GenAI and human-centred design

Shape and help deliver integrations of cloud-based customer platforms (e.g. Microsoft Dynamics, Salesforce, AWS)

Work with and learn from high-performing individuals across Accenture's Global Network with varied specialisations who are passionate about helping organisations champion the customer

You'll learn, grow and advance in an innovative culture that thrives with shared success, innovative ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways.

If you're looking for a challenging career working in a vibrant environment with access to training and a global network of specialists, this is the role for you.

As a Microsoft Functional Lead Manager, you will:

Lead a team to collaborate with our clientsto understand their business needs and requirements

Develop a vision and business cases for transformation projects, highlighting the strategic value ofMicrosoft technologies.

Design and implement Microsoft-specific solutions with Microsoft Dynamics 365, including Dynamics 365 Contact Centre, Power Platform (Power BI, Power Apps, Power Automate), and Azure services to streamline processes, enhance data insights, and enable personalized interactions, making business operations more efficient and customer-centric.

Plan and drive the implementation of our solutions, managing the project timelines and resources. Collaborate with cross-functional teams to ensure project milestones are met. Ensure all appropriate reporting is in place.

Leverage Microsoft's AI-driven capabilitiessuch asCopilot, Azure AI, and machine learning capabilitiesto enhance customer experience, business processes and decision-making.

Collaborate across our business sharing knowledge within the Accenture ecosystem to improve our platform capability and leverage available knowledge

Qualifications

We are looking for experience in the following skills:

Hands-on experience with the Microsoft platform, particularly the Dynamics365 product set including Dynamics 365 Contact Centre

Strong analytical skills for translating business and technical requirements into innovative solutions.

Experience in articulating solution value and business case creation

Ability to design technical solutions or customer journeys utilising Microsoft Technology

Experience in agile environments using frameworks such as Scrum or Kanban

Strong communication and collaboration skills, and experience in senior stakeholder management

Relevant Microsoft certification in Dynamics 365, Azure or Power Platform preferred but not essential

Set yourself apart:

Microsoft certifications in Dynamics 365, Azure or Power Platform

Strong grasp of customer engagement platforms, CRM, CaaS, Chat or AI

Experience implementing Dynamics 365 for Service at a large organisation

Demonstrated ability to assess the impact of transformations on operating models.

What's in it for you:

Our Total Rewards consist of a competitive basic salary, annual performance bonus, opportunities to acquire equity and a wide range of health and wellbeing benefits. These include perks such as:

• Up to 30 days of leave to spend each year plus 3 extra volunteering days per year for charitable work of choice.
• Family-friendly and flexible work policies.
• Attractive pension plan with financial wellbeing support and resources.
• Private healthcare insurance plan and Mental Wellbeing support.
• Employee Assistance Programme, Career Development and Counselling.
• A range of generous Parental Leave offerings.
  

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the outstanding services we are known for.

Please note that with all our roles, you should expect some in-person time for collaboration, learning and building rapport with clients, peers, leaders and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

Accenture is an equal opportunities employer and encourages applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age citizenship, marital, domestic or civil partnership status, sexual orientation or gender identity.

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Industry understanding. Deep insights. Big ideas. You'll help clients understand what they need to reinvent for the future.

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