D365 Functional Consultant - Newcastle, UK

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Job Description

Role:D365 Functional ConsultantLocation: Newcastle, UKDuration: 6 MonthsMode: Hybrid (2-3 days in a week)
Job Description:

The Role

As a Dynamics 365 Functional Consultant, you will work closely with customers to understand their service operations and translate requirements into well-configured Dynamics 365 Customer Service solutions. The role requires strong functional expertise, excellent customer interaction skills, and hands-on capability to build configurations and Proof of Concepts.

Your responsibilities:

  • Lead requirements discovery workshops and translate business needs into functional designs
  • Analyse current CRM processes, pain points, and operating model.
  • Configure Dynamics 365 Customer Service including case management, SLAs, queues, and routing
  • Design and build functional Proof of Concepts to validate requirements and solution fit
  • Work closely with solution architects and developers to ensure aligned delivery
  • Configure Power Platform components including Power Apps and Power Automate
  • Support UAT, defect triage, and user enablement activities
  • Produce functional documentation including process flows and configuration guides
  • Act as a trusted functional advisor to customer stakeholders throughoutdelivery

Your Profile

Essential skills/knowledge/experience:

  • Strong hands-on experience with Dynamics 365 Customer Service
  • Proven ability to configure case lifecycle, SLAs, queues, knowledge management, and reporting
  • Experience building functional POCs and demos
  • Solid understanding of customer service processes and contact centre operations
  • Hands-on experience with Power Apps and Power Automate
  • Strong communication skills with confidence in customer-facing roles
  • Experience working in structured delivery environments

Desirableskills/knowledge/experience:

  • Exposure to Omnichannel for Customer Service or digital engagement channels
  • Experience supporting enterprise or public-sector-scale implementations

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Location:
Tyne And Wear
Job Type:
FullTime
Category:
Technology

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