At a Glance
- Tasks: Lead D365 CE projects, from workshops to implementation and training.
- Company: Join a dynamic tech company focused on innovative customer service solutions.
- Benefits: Hybrid work model, competitive salary, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on wellbeing and continuous improvement.
- Why this job: Make a real impact in transforming customer service with cutting-edge technology.
- Qualifications: Experience with D365 Customer Service and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
Location: Hybrid (home-based, with Kerv Digital office visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ
Responsibilities
- End-to-end ownership: workshops, requirements, functional designs, configuration, testing oversight, data migration guidance, integrations and cutover.
- Lead workshops, define business processes, re-engineer workflows and capture requirements clearly.
- Demonstrate Out of the Box functionality to business and technical stakeholders illustrating how the product supports core business processes.
- Requirements gathering, writing and evolution through business process identification, analysis and re-engineering.
- Craft user stories, features and epics to be used across presales, design, development and delivery lifecycles.
- Build Proof of Concepts to demonstrate and articulate solution designs.
- Implement business and technical environment change safely and effectively, with the support of the Solution Architects and the Project Office.
- Pre-sales engagement including technology evangelism, demonstration, adoption and other early opportunity activities such as bid-response writing.
- Creating clear, concise and effective documentation across multiple channels.
- Proactive time management to meet timescales, balancing hands-on work with delegation to developers or team members.
- Training end users and admins in the use of Dynamics 365 Customer Service and Microsoft Contact Center.
- Environment setup, configuration and Application Lifecycle Management.
- Supporting, leading and coaching junior project team members fostering a culture of wellbeing, inclusion and balanced workload levels.
- Prioritise and assign tasks, optimising resource use to contribute to project success.
- Build relationships with stakeholders across disciplines and manage dependencies between disciplines.
- Other tasks as reasonably requested.
Required Skills
- End-to-end implementation with D365 Customer Service and Microsoft Contact Center, including Case Management, SLAs, Entitlements, Knowledge Management, CCaaS Dashboards, Agents and Omnichannel (Voice).
- Deep understanding of Omnichannel for Customer Service — digital messaging, chat, email, WhatsApp, social, secure messaging.
- Expertise in Unified Routing, workstreams, assignment rules, queues and escalation models.
- Strong hands-on experience with Customer Service Voice.
- Designing and configuring IVRs and call flows, ACD routing, voice channels, recordings, compliance and analytics, real-time conversation intelligence.
- Understanding key call-centre fundamentals: SLAs, deflection, workforce efficiency, call disposition, escalation structures.
- Experience configuring Agent Assist, Copilot for Customer Service, summarisation, links, real-time transcription & sentiment.
- Experience in designing or supporting self-service automation, including chatbots & IVR bots.
- Familiarity with Microsoft built-in AI Agents within Customer Service & CCaaS (existing and those in preview).
- Experience using real-time analytics dashboards (OC insights, Voice dashboards, Supervisor tools).
- Experience across the wider Dynamics ecosystem (Sales, Customer Insights, etc.) is a definite bonus.
- Be a trusted advisor by challenging creatively to drive better solutions and outcomes.
- Share knowledge with wider teams acknowledging collaboration.
- Leading a team of functional consultants and mentoring junior members.
- Driving solution design with a configuration-first mindset, escalating to customisation only when required.
- Strong knowledge of Power Platform components, especially where they enhance Customer Service (Power Automate, Power Apps, Dataverse).
- Knowledge of when to recommend ProCode vs Low-Code solutions.
- Microsoft certifications (Customer Service, Omnichannel, Contact Center, Power Platform, Azure comms desirable).
- Understanding of Microsoft licensing across Customer Service, Digital Messaging, Voice and Power Platform.
Desirable Skills
- Lead by example through sharing from previous experiences and providing implementation plans that mitigate risks to deliver a positive outcome.
- Remain calm and professional in fast-paced environments and feel comfortable calling out concerns and seeking advice when needed.
- Embrace personal growth through learning, achievement and satisfaction.
- Be approachable to provide help, guidance and actively support junior colleagues, managing workload and ensuring quality.
- Embrace a culture of knowledge sharing and continuous improvement.
Lead D365 CE Functional Consultant - Microsoft Contact Center (CCaaS) employer: Kerv Interactive
At Kerv Digital, we pride ourselves on being an exceptional employer that fosters a collaborative and inclusive work culture. Our hybrid working model allows for flexibility while ensuring that our team members have access to valuable resources and support at our UK HQ in Longbridge. We are committed to employee growth, offering opportunities for mentorship and professional development, making us an ideal place for those looking to thrive in their careers while contributing to innovative solutions in the Microsoft Contact Center space.
StudySmarter Expert Advice🤫
We think this is how you could land Lead D365 CE Functional Consultant - Microsoft Contact Center (CCaaS)
✨Tip Number 1
Network like a pro! Get out there and connect with folks in the industry. Attend meetups, webinars, or even just grab a coffee with someone who’s already in the role you want. Building relationships can open doors that job applications alone can't.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website where you can showcase your projects, especially those related to D365 and Microsoft Contact Center. This gives potential employers a taste of what you can do beyond your CV.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios specific to the role. Think about how you would lead workshops or handle requirements gathering. The more you rehearse, the more confident you'll feel when it’s showtime!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Lead D365 CE Functional Consultant - Microsoft Contact Center (CCaaS)
Some tips for your application 🫡
Show Off Your Experience:When you're writing your application, make sure to highlight your experience with D365 Customer Service and Microsoft Contact Center. We want to see how you've led workshops, gathered requirements, and crafted user stories in your previous roles.
Be Clear and Concise:We love clear communication! Make sure your application is easy to read and gets straight to the point. Use bullet points where possible to break down your skills and experiences, especially when it comes to technical details.
Tailor Your Application:Don’t just send a generic application! Tailor it to the job description by using keywords from the listing. This shows us that you’ve done your homework and understand what we’re looking for in a Lead Functional Consultant.
Apply Through Our Website:We encourage you to apply through our website for the best chance of getting noticed. It’s super easy and ensures your application goes directly to us. Plus, you’ll get to see more about our culture and values while you’re at it!
How to prepare for a job interview at Kerv Interactive
✨Know Your D365 Inside Out
Make sure you’re well-versed in Dynamics 365 Customer Service and Microsoft Contact Center functionalities. Brush up on case management, SLAs, and omnichannel capabilities. Being able to discuss these topics confidently will show that you’re the right fit for the role.
✨Prepare Real-World Examples
Think of specific projects where you’ve led workshops or implemented solutions. Be ready to share how you gathered requirements, crafted user stories, and managed stakeholders. This will demonstrate your hands-on experience and problem-solving skills.
✨Showcase Your Leadership Skills
Since this role involves mentoring junior team members, be prepared to discuss your leadership style. Share examples of how you’ve fostered a culture of wellbeing and inclusion in previous roles. This will highlight your ability to lead effectively.
✨Ask Insightful Questions
Prepare thoughtful questions about the company’s approach to customer service and their use of technology. This shows your genuine interest in the role and helps you assess if the company aligns with your values and career goals.
