We are seeking a Dynamics 365 Customer Engagement (CE) Functional Consultant with strong experience across Customer Journeys, Sales, and Customer Service. The consultant will work with business stakeholders to understand processes, define requirements, support solution design, and ensure smooth transition and operations of the CRM platform.
What you can expect to do:
- Lead requirement gathering workshops for Customer Journeys, Customer Service (Case Management, SLAs, Queues, Knowledge Base) and Sales (Lead-Opportunity lifecycle).
- Analyse existing CRM processes and document functional gaps, enhancements, and solution approaches.
- Support knowledge transition, environment walkthroughs, and stakeholder onboarding.
- Review and validate high-level customizations, integrations, reporting needs, and security roles.
- Coordinate with technical teams for solution design, deployment, and issue resolution.
- Support UAT, regression testing, and release readiness activities.
- Ensure alignment with incident, change, and release management processes.
- Work closely with business users to provide functional support and process improvements.
What will make you successful:
- Strong functional knowledge of D365 CE – Customer Service, Sales & Customer Journeys modules.
- Understanding of Plugin, Cloud flow, API.
- Understanding of:
- Case lifecycle, SLAs, entitlements, queues, routing
- Lead, Opportunity, and basic Sales processes
- Customer Journeys
- Knowledge Base articles
- Ability to document business processes, requirements, and functional specifications.
- Ability to validate customizations, workflows, integrations, and reports at a functional level.
- Experience with test scenarios, UAT support, and go-live readiness.
- Good understanding of CRM security roles, audit controls, and compliance.
Nice to Have Skills
- Exposure to Azure Function, integrations, and middleware.
- Experience with Splunk and TIBCO ActiveMatrix BusinessWorks Plug-in.
D365 CE Functional Consultant employer: Cognizant
Cognizant is an excellent employer, offering a dynamic work culture that fosters innovation and collaboration within the UK Public Sector. Employees benefit from comprehensive growth opportunities, including training in cutting-edge AI technologies, while contributing to meaningful projects that impact government services. With a commitment to quality and excellence, Cognizant provides a supportive environment where your contributions are valued and recognised.
