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- Tasks: Design and implement innovative customer service solutions using Dynamics 365.
- Company: Join KPMG, a leading Microsoft transformation team in the UK.
- Benefits: Collaborative culture, career growth opportunities, and access to cutting-edge technology.
- Other info: Work on transformative projects with a focus on continuous improvement.
- Why this job: Make a real impact on customer experiences and service operations.
- Qualifications: Experience with Dynamics 365 and strong understanding of contact centre processes.
The predicted salary is between 60000 - 80000 £ per year.
Shape Customer and Colleague Service Experiences with KPMG UK. KPMG’s Microsoft Business Solutions practice is one of the most experienced and fastest‑growing Microsoft transformation teams in the UK. We work with organisations to modernise customer service and contact centre operations using Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, and Copilot‑enabled experiences.
Our focus is on designing service models that work in practice — across voice and digital channels, agent and supervisor experiences, and end‑to‑end customer journeys. As a Functional Architect specialising in Dynamics 365 Contact Center and Customer Service, you will be responsible for owning the functional design of modern contact centre and service solutions.
You will lead functional workshops, shape solution configuration, guide functional consultants, and support delivery through build, test and go‑live. You will partner closely with Technical Architects to ensure functional designs are feasible, scalable and aligned to the overall solution architecture.
- Own the functional design of Dynamics 365 Contact Center and Customer Service solutions, covering cases, interactions, queues, routing, knowledge, and service processes.
- Translate business requirements into clear functional designs, user stories and configuration approaches.
- Design end‑to‑end service journeys across voice, chat, email, messaging and social channels.
- Act as a trusted functional advisor, helping clients understand product capabilities, constraints and trade‑offs.
- Guide and review configuration across Customer Service Hub, Contact Center capabilities and Power Platform.
- Support functional testing, UAT preparation and defect triage.
- Ensure functional designs support reporting, quality management and continuous improvement.
- Highlight non‑functional considerations early, including performance, scalability and security.
- Support integration and data design discussions from a functional perspective.
- Contribute to proposals, demos and early solution shaping for contact centre and service transformations.
What matters most is strong functional design capability, contact centre understanding, and confidence working with clients and delivery teams. Strong experience delivering Dynamics 365 Customer Service and/or Contact Center solutions in a functional role. Solid understanding of service operations and contact centre processes, including case management and interaction handling. Experience supporting configuration, testing and go‑live activities. Relevant Microsoft certifications or a clear commitment to achieving them. Experience with other CCaaS platforms like AWS, Gensys etc.
Why Join KPMG’s Microsoft Business Solutions Team? Work on programmes that directly impact customers, agents and service leaders. Collaborative architecture model: Opportunities to grow: Develop deeper product expertise or progress towards Solution or Lead Architect roles. Microsoft partnership: Access early insight into new service and contact centre capabilities.
Dynamics 365 Contact Center & Customer Service Functional Architect in City of London employer: KPMG UK
Contact Detail:
KPMG UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Dynamics 365 Contact Center & Customer Service Functional Architect in City of London
✨Tip Number 1
Network like a pro! Reach out to folks in the industry, especially those already at KPMG. A friendly chat can open doors and give you insider info on what they're really looking for.
✨Tip Number 2
Show off your skills in action! If you’ve got a portfolio or examples of past projects, bring them along to interviews. It’s way more impressive than just talking about what you can do.
✨Tip Number 3
Prepare for those tricky questions! Think about how your experience with Dynamics 365 and contact centre solutions can solve real problems for KPMG. Tailor your answers to show you get their needs.
✨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, it shows you’re serious about joining the team!
We think you need these skills to ace Dynamics 365 Contact Center & Customer Service Functional Architect in City of London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with Dynamics 365 Contact Center and Customer Service. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects!
Showcase Your Functional Design Skills: Since this role is all about functional design, be sure to include examples of your past work in this area. We love seeing how you've translated business requirements into functional designs, so share those success stories!
Be Clear and Concise: When writing your application, keep it straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key points stand out. This will help us quickly see why you’re a great fit!
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. Plus, it’s super easy to do!
How to prepare for a job interview at KPMG UK
✨Know Your Dynamics 365 Inside Out
Make sure you have a solid understanding of Dynamics 365 Contact Center and Customer Service. Brush up on the key features, functionalities, and how they can be applied in real-world scenarios. Being able to discuss specific use cases will show your expertise and confidence.
✨Prepare for Functional Design Questions
Expect questions around functional design and how you would approach translating business requirements into user stories and configurations. Think about past experiences where you've successfully designed service models and be ready to share those examples.
✨Showcase Your Collaboration Skills
As a Functional Architect, you'll need to work closely with Technical Architects and clients. Be prepared to discuss how you've collaborated in the past, particularly in guiding teams through configuration and testing phases. Highlight any experience you have in leading workshops or discussions.
✨Understand the Bigger Picture
Familiarise yourself with the overall solution architecture and non-functional considerations like performance and scalability. Be ready to discuss how these factors influence your functional designs and how you ensure they align with client needs and expectations.