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- Tasks: Design and deliver modern omnichannel service experiences using Dynamics 365 CE.
- Company: Join a dynamic team focused on innovative customer service solutions.
- Benefits: Enjoy flexible working options and opportunities for professional growth.
- Why this job: Be a key player in transforming customer service with cutting-edge technology.
- Qualifications: 4+ years in Dynamics 365 CE, with strong skills in Customer Service Workspace.
- Other info: Microsoft certifications and experience in specific industries are a plus.
The predicted salary is between 48000 - 72000 £ per year.
We are seeking an experienced Senior Functional Consultant with deep expertise in Microsoft Dynamics 365 Customer Service, with a primary focus on Customer Service Workspace. The ideal candidate will be responsible for designing, configuring, and delivering modern omnichannel service experiences. You will work closely with stakeholders to translate business needs into robust, scalable D365 CE solutions, ensuring seamless integration across communication channels and service processes.
Key Responsibilities
- Act as the subject matter expert on Customer Service Workspace, designing and delivering tailored experiences for service agents.
- Lead client workshops to gather requirements and translate them into functional specifications and solution designs.
- Configure and extend the Core Customer Service module, including case management, queues, SLAs, entitlements, and knowledge management.
- Implement Customer Engagement and Service Channels, ensuring a seamless and integrated customer journey.
- Configure Customer Profile and Interaction Management, enabling a 360° view of customer interactions across channels.
- Set up and optimize Email and LiveChat configurations, including channel setup, templates, and automation rules.
- Implement WhatsApp Integration, aligning business requirements with secure, compliant communication solutions.
- Build and deploy WebForms for capturing leads, cases, or service requests through portals or external sites.
- Define and implement Unified Routing rules, including channel assignment, classification, and agent availability logic.
- Support Voice Integration through telephony platforms, including call handling, IVR integration, and agent desktop setup.
- Enable and optimize Social Engagement, configuring connectors for channels such as Twitter, Facebook, and Instagram.
- Drive Qualification Management, helping clients manage triage of leads and cases using intelligent rules and routing.
- Collaborate with technical consultants, developers, and testers throughout the project lifecycle.
- Produce high-quality documentation including solution designs, configuration guides, and training materials.
Required Skills and Experience
- 4+ years of experience in Dynamics 365 CE, with at least 2 years focused on Customer Service Workspace.
- Demonstrated experience configuring Omnichannel for Customer Service including at least 3 of: LiveChat, Email, WhatsApp, Voice, Social Media (Sprinklr).
- Strong understanding of case lifecycle, routing logic, and agent productivity tools within D365.
- Experience configuring Unified Routing, including custom rules and assignment strategies.
- Familiarity with Power Platform components (Power Automate, Power Apps) to enhance and extend D365 functionality.
- Working knowledge of WebForms setup via Power Pages or third-party portals.
- Strong stakeholder management and communication skills, with a consultative approach.
- Functional understanding of integrations with external systems such as telephony providers or social platforms.
- Proven ability to deliver in Agile or hybrid delivery models.
Desirable Qualifications
- Microsoft Certifications in Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
- Exposure to Process Mining, Customer Insights, or Power Virtual Agents is a plus.
- Experience with industry-specific customer service scenarios (e.g. public sector, utilities, retail) is an advantage.
Senior Functional Consultant - Dynamics 365 CE employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Functional Consultant - Dynamics 365 CE
✨Tip Number 1
Familiarise yourself with the latest features and updates in Microsoft Dynamics 365 Customer Service, especially around the Customer Service Workspace. This will not only help you during interviews but also demonstrate your commitment to staying current in the field.
✨Tip Number 2
Network with professionals who are already working in Dynamics 365 roles. Join relevant online forums or LinkedIn groups where you can engage in discussions about best practices and challenges in implementing omnichannel service experiences.
✨Tip Number 3
Prepare to showcase your experience by gathering specific examples of past projects where you configured omnichannel solutions. Be ready to discuss how you gathered requirements and translated them into functional specifications.
✨Tip Number 4
Consider obtaining Microsoft Certifications related to Dynamics 365 Customer Service if you haven't already. This can significantly enhance your profile and show potential employers that you have the necessary skills and knowledge.
We think you need these skills to ace Senior Functional Consultant - Dynamics 365 CE
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Microsoft Dynamics 365 CE, especially focusing on Customer Service Workspace. Use specific examples of projects you've worked on that align with the job description.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of omnichannel service experiences and how your skills can benefit the company. Mention any relevant certifications and your approach to stakeholder management.
Showcase Relevant Experience: In your application, emphasise your experience with configuring Omnichannel for Customer Service. Include details about specific tools like LiveChat, Email, WhatsApp, and Social Media that you have worked with.
Highlight Soft Skills: Don't forget to mention your strong communication and stakeholder management skills. These are crucial for a Senior Functional Consultant role, so provide examples of how you've successfully collaborated with clients and teams in the past.
How to prepare for a job interview at HCLTech
✨Showcase Your Expertise
Make sure to highlight your deep knowledge of Microsoft Dynamics 365 Customer Service, especially the Customer Service Workspace. Be prepared to discuss specific projects where you've designed and delivered omnichannel service experiences.
✨Prepare for Client Workshops
Since leading client workshops is a key responsibility, practice how you would gather requirements and translate them into functional specifications. Think of examples from your past experience that demonstrate your ability to engage stakeholders effectively.
✨Demonstrate Technical Skills
Be ready to discuss your experience with configuring various channels like LiveChat, Email, and WhatsApp. Prepare to explain how you've implemented Unified Routing rules and integrated telephony platforms in previous roles.
✨Communicate Clearly
Strong communication skills are essential for this role. Practice explaining complex technical concepts in simple terms, as you'll need to convey information to both technical and non-technical stakeholders during the interview.
