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 xbpsjku 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