D365 CE Functional Consultant in Cheshire

D365 CE Functional Consultant - Hybrid/Cheshire - 6-12 months - £500 - 518

Dynamics 365 Customer Engagement (CE) Functional Consultant with strong experience across Customer Journeys, Sales, and Customer Service.

Key Responsibilities (High-Level)

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• Lead requirement gathering workshops for Customer Journeys, Customer Service (Case Management, SLAs, Queues, Knowledge Base) and Sales (Lead-Opportunity life cycle).
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• Analyse existing CRM processes and document functional gaps, enhancements, and solution approaches.
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• Support knowledge transition, environment walkthroughs, and stakeholder onboarding.
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• Review and validate high-level customizations, integrations, reporting needs, and security roles.
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• Coordinate with technical teams for solution design, deployment, and issue resolution.
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• Support UAT, regression testing, and release readiness activities.
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• Ensure alignment with incident, change, and release management processes.
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• Work closely with business users to provide functional support and process improvements.
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Required Skills

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• Strong functional knowledge of D365 CE - Customer Service, Sales & Customer Journeys modules.
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• Understanding of Plugin, Cloud flow, API.
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• Understanding of:
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• Case life cycle, SLAs, entitlements, queues, routing
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• Lead, Opportunity, and basic Sales processes
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• Customer Journeys
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• Knowledge Base articles
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• Ability to document business processes, requirements, and functional specifications.
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• Ability to validate customizations, workflows, integrations, and reports at a functional level.
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• Experience with test scenarios, UAT support, and go-live readiness.
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• Good understanding of CRM security roles, audit controls, and compliance.
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Nice to Have Skills

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• Exposure to Azure Function, integrations, and Middleware.
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• Experience with Splunk and TIBCO ActiveMatrix BusinessWorks Plug-in.
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