Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Design and deliver modern omnichannel service experiences using Dynamics 365 CE.
- Company: Join HCLTech, a leader in IT services and consulting.
- Benefits: Competitive salary, full-time role, and opportunities for professional growth.
- Why this job: Make a real impact by enhancing customer service experiences with cutting-edge technology.
- Qualifications: 4+ years in Dynamics 365 CE, strong stakeholder management, and consultative skills.
- Other info: Dynamic work environment with a focus on innovation and collaboration.
The predicted salary is between 30000 - 50000 £ 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.
Seniority level Mid-Senior level
Employment type Full-time
Job function Information Technology
Industries IT Services and IT Consulting
Senior Functional Consultant – Dynamics 365 CE (Customer Service Workspace) in London employer: HCLTech
Contact Detail:
HCLTech Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Functional Consultant – Dynamics 365 CE (Customer Service Workspace) in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, especially those who work with Dynamics 365. A friendly chat can lead to insider info about job openings or even a referral.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies showcasing your previous work with Customer Service Workspace. This will help you stand out during interviews and demonstrate your expertise.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or mentors to refine your answers. Focus on how you've tackled challenges in past projects related to Dynamics 365 CE.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're genuinely interested in joining our team at HCLTech.
We think you need these skills to ace Senior Functional Consultant – Dynamics 365 CE (Customer Service Workspace) in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with Dynamics 365 CE, especially in Customer Service Workspace. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects!
Showcase Your Expertise: As a Senior Functional Consultant, you’ll need to demonstrate your deep understanding of omnichannel service experiences. Use specific examples from your past work to illustrate how you've designed and delivered solutions that meet business needs.
Be Clear and Concise: When writing your application, clarity is key! Keep your language straightforward and avoid jargon unless it’s relevant to the role. We appreciate a well-structured application that makes it easy for us to see your qualifications.
Apply Through Our Website: We encourage you to apply directly through our website for the best chance of getting noticed. It’s the easiest way for us to track your application and ensure it reaches the right people!
How to prepare for a job interview at HCLTech
✨Know Your Dynamics 365 Inside Out
Make sure you brush up on your knowledge of Microsoft Dynamics 365, especially the Customer Service Workspace. Be prepared to discuss specific features like case management and omnichannel service experiences, as well as how you've implemented these in past roles.
✨Showcase Your Stakeholder Management Skills
Since this role involves working closely with stakeholders, be ready to share examples of how you've successfully gathered requirements and translated them into functional specifications. Highlight your consultative approach and any challenges you've overcome in previous projects.
✨Demonstrate Your Technical Know-How
Familiarise yourself with the technical aspects of the role, such as configuring Unified Routing and integrating various communication channels. Be prepared to discuss your experience with Power Platform components and how they enhance D365 functionality.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills. Think about specific customer service scenarios you've encountered and how you applied your expertise to deliver effective solutions. This will show your practical understanding of the role.
