At a Glance
- Tasks: Lead the implementation of Microsoft Contact Center solutions and mentor a dynamic team.
- Company: Join Kerv Digital, a tech innovator transforming challenges into seamless digital experiences.
- Benefits: Enjoy competitive salary, flexible work, private healthcare, and unique tech perks.
- Other info: Be part of a culture that values diversity, growth, and innovation.
- Why this job: Make a real impact with cutting-edge technology in a supportive, collaborative environment.
- Qualifications: Experience with D365 Customer Service and strong leadership skills required.
The predicted salary is between 60000 - 80000 £ per year.
Salary: competitive depending upon experience + benefits
Location: Hybrid (home-based, working with Kerv Digital office/customer site visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ
Who We Are
Dive into a world where technology meets innovation. At Kerv Digital, we’re not just another tech company. We’re the problem solvers, the magicians who transform complex challenges into seamless digital experiences. Utilising a powerful blend of Power Platform, DevSecOps, Data experiences, and Software Engineering, we create business solutions that truly resonate with our clients driving extreme value!
The candidate will demonstrate deep functional and technical expertise in Microsoft Dynamics 365 Customer Service, Omnichannel and Microsoft CCaaS capabilities (Customer Service Voice) and related technologies. We’re looking for people who can lead delivery, shape design, and mentor others.
Required Skills- End-to-end implementation with D365 Customer Service and Microsoft Contact Center, including Case Management, SLA’s, 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 both internally and externally to drive better solutions and outcomes.
- Share knowledge with wider teams acknowledging that we are stronger together.
- Leading a team of functional consultants and mentoring junior members.
- Driving solution design with a configuration‑first mindset, escalating to customisation only when required.
- End‑to‑end ownership: workshops, requirements, functional designs, configuration, testing oversight, data migration guidance, integrations and cutover.
- 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.
- Understanding the Out of the Box capabilities (and limitations) provided by Customer Service, Omnichannel & Voice and the Power Platform, from form design to solution management to connectors to integrations.
- Designing routing models, multi‑channel workflows, agent experiences, deflection strategies and call flows.
- Leading workshops, defining business processes, re‑engineering workflows and capturing 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.
- Crafting user stories, features and epics to be used across the presales, design, development and delivery lifecycles.
- Building Proof of Concepts to demonstrate and articulate solution designs.
- Implementing 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.
- Using a proactive approach to ensure timescales are met, balancing a hands‑on approach vs delegating to developers or other 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 more junior project team members fostering a culture of wellbeing, inclusion and ensuring balanced workload levels.
- Prioritise and assign tasks and make best use of available resource and skill levels in the team contributing to the project success.
- Build relationships with other stakeholders in other disciplines across the project including within the client team and contribute to the successful management of dependencies between disciplines.
- Other tasks as reasonably requested.
- 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 to yourself and others through learning, achievement and satisfaction.
- Be approachable to provide help, guidance and actively support junior colleagues helping them to uphold standards, manage their workload, ensure quality and cope with challenging situations.
- Embrace a culture of knowledge sharing so that we grow.
- Happiest working under their own direction, but fully supported when needed.
- An obvious attention to detail, we want you to obsess about the little things!
- Prepared to travel to client site if required.
- Ability to identify and pick up new processes and software platforms quickly.
- Ability to work effectively with remote teams in both in the UK and India.
- Ability to work flexibly to deliver on‑time to tight timescales.
- We’re a transparent, honest and fiercely equal employer that believes completely in providing the best possible work experience for our employee’s.
- Real Flexibility
- Awesome Environment – all of our employee’s will tell you that we foster an easy‑going environment, are experts at what we do and care deeply about what we work on – and the company was started specifically to find a way for people to take more enjoyment from their work.
- Interesting Work – These days most of our customers are household names and many of our projects have an important impact on the world around us.
- Great Benefits – All the usual suspects and then some. Some highlights include our choose‑your‑own tech approach to end‑user devices, well‑stocked cupboards with tasty goodies, excellent professional development support including frequent in‑house training for tech you can’t get trained on anywhere else and private healthcare.
- Full disclosure; some benefits can only be provided after probation.
- Recognition & Growth – Recognized as a ‘Great Place to Work’ in both the UK and India, our commitment to excellence goes beyond our products and services.
- Our culture is a testament to the dedicated technologists who work tirelessly to drive our vision forward.
- Being a part of Kerv Digital means embracing a culture of innovation, collaboration, and mutual respect.
- Our teams in the UK and India thrive in an atmosphere that promotes continuous learning and growth.
At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.
Values- Think Customer First
- Team is everything
- Spread good vibes
- Build future
- Do the right thing
Lead D365 CE Functional Consultant - Microsoft Contact Center (CCaaS) employer: Kerv
At Kerv Digital, we pride ourselves on being a leading technology consultancy that prioritises our people and fosters an exceptional work culture. With a hybrid working model based in the vibrant city of Birmingham, we offer competitive salaries, comprehensive benefits, and unparalleled opportunities for professional growth within a collaborative environment. Join us to be part of a team that not only drives innovation but also values diversity, inclusion, and personal development.
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! Reach out to your connections in the industry, especially those who work at Kerv Digital or similar companies. A friendly chat can open doors and give you insights that might just land you an interview.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your experience with D365 Customer Service and Microsoft Contact Center. When you get the chance to meet potential employers, let your expertise shine through.
✨Tip Number 3
Practice makes perfect! Get ready for interviews by rehearsing common questions related to your role. Think about how you can demonstrate your leadership and mentoring skills, as well as your technical know-how.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re genuinely interested in joining the Kerv Digital team and being part of our innovative culture.
We think you need these skills to ace Lead D365 CE Functional Consultant - Microsoft Contact Center (CCaaS)
Some tips for your application 🫡
Show Your Passion:When you're writing your application, let your enthusiasm for the role shine through! We want to see how excited you are about working with Microsoft Dynamics 365 and transforming customer experiences. A little passion goes a long way!
Tailor Your Application:Make sure to customise your application to highlight your relevant experience with D365 Customer Service and CCaaS. We love seeing how your skills align with what we do at Kerv Digital, so don’t hold back on showcasing your expertise!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so make sure your writing is easy to read and gets straight to the heart of your qualifications. Remember, less is often more!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Kerv
✨Know Your D365 Inside Out
Make sure you have a solid understanding of Microsoft Dynamics 365 Customer Service and its capabilities. Brush up on the specifics of Omnichannel, CCaaS, and how they integrate with customer service workflows. Being able to discuss these in detail will show that you're not just familiar with the tools, but that you can leverage them effectively.
✨Showcase Your Leadership Skills
As a Lead Functional Consultant, you'll be expected to lead teams and mentor others. Prepare examples from your past experiences where you've successfully led projects or guided junior team members. Highlighting your leadership style and how you foster collaboration will resonate well with the interviewers.
✨Prepare for Real-World Scenarios
Expect to be asked about specific challenges you've faced in previous roles, especially related to call centre fundamentals and customer service solutions. Think of scenarios where you had to design routing models or implement SLAs, and be ready to discuss your thought process and outcomes.
✨Emphasise Your Problem-Solving Approach
Kerv Digital values innovation and problem-solving. Be prepared to discuss how you've tackled complex challenges in the past, particularly in relation to technology implementation. Use the STAR method (Situation, Task, Action, Result) to structure your answers and demonstrate your analytical skills.
