At a Glance
- Tasks: Lead workshops, gather requirements, and implement D365 Customer Service solutions.
- 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: Supportive environment fostering collaboration and personal development.
- Why this job: Make a real impact in transforming customer service experiences 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) in London 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 professional development and mentorship, 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) in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. You never know who might have the inside scoop on job openings or can refer you to someone looking for a Lead D365 CE Functional Consultant.
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website where you can showcase your projects, especially those related to Dynamics 365 and Microsoft Contact Center. This gives potential employers a taste of what you can do beyond just a CV.
✨Tip Number 3
Prepare for interviews by practising common questions and scenarios related to D365 Customer Service and CCaaS. Think about how you would lead workshops or handle requirements gathering. The more prepared you are, the more confident you'll feel!
✨Tip Number 4
Don’t forget to apply through our website! We love seeing candidates who take the initiative. Plus, it’s a great way to ensure your application gets into the right hands. So, get clicking and let’s get you that dream job!
We think you need these skills to ace Lead D365 CE Functional Consultant - Microsoft Contact Center (CCaaS) in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience with D365 Customer Service and Microsoft Contact Center. We want to see how your skills align with the responsibilities listed in the job description!
Showcase Your Experience:When detailing your past roles, focus on your end-to-end implementation experience and any specific projects that demonstrate your expertise in Omnichannel for Customer Service. We love seeing real examples of your work!
Be Clear and Concise:In your written application, clarity is key! Use straightforward language and structure your thoughts logically. We appreciate well-organised applications that are easy to read and understand.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Kerv Interactive
✨Know Your D365 Inside Out
Make sure you have a solid understanding of Dynamics 365 Customer Service and Microsoft Contact Center. Brush up on key features like Case Management, SLAs, and Omnichannel capabilities. Being able to discuss these in detail will show your expertise and confidence.
✨Prepare for Scenario-Based Questions
Expect to be asked about real-world scenarios where you've implemented solutions. Prepare examples that highlight your end-to-end ownership of projects, from workshops to testing oversight. This will demonstrate your practical experience and problem-solving skills.
✨Showcase Your Leadership Skills
As a Lead Consultant, you'll need to lead teams and mentor junior members. Be ready to discuss your leadership style and provide examples of how you've fostered a culture of wellbeing and collaboration in past roles. This will help interviewers see you as a team player.
✨Engage with Stakeholders
Highlight your ability to build relationships with stakeholders across disciplines. Prepare to discuss how you've managed dependencies and communicated effectively in previous projects. This will illustrate your interpersonal skills and ability to drive project success.
