Lead D365 CE Functional Consultant - Microsoft Contact Center (CCaaS) in London

Lead Functional Consultant – Microsoft Contact Center (with Dynamics Customer Service)

Salary: competitive depending upon experience + benefits

Where the job is based: 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.

Responsibilities:

• 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.

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 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.

We’re also looking for people that fit how we work, which is something like; happiest working under their own direction, but fully supported when needed, an obvious attention to detail, 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 the UK and India, ability to work flexibly to deliver on-time to tight timescales.

What we can do for you:

• Real Flexibility
• Awesome Environment – all of our employees will tell you that we foster an easy going environment, are experts at what we do and care deeply about what we work on.
• 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, including our choose-your-own tech approach to end-user devices, well stocked cupboards with tasty goodies, excellent professional development support and private healthcare.
• 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.

Join us at Kerv Digital, where we don’t just build ground breaking technology - we build future.

More on equality: 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. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.

You will live the Kerv values: Think Customer First, Team is everything, Spread good vibes, Build future, Do the right thing.