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For Companies At a Glance
- Tasks: Design and implement innovative customer service solutions using Dynamics 365.
- Company: Join KPMG UK, a leading Microsoft transformation team.
- Benefits: Competitive salary, professional growth, and access to cutting-edge technology.
- Other info: Collaborative environment with opportunities for career advancement.
- Why this job: Shape real-world service experiences that impact customers and agents directly.
- Qualifications: Experience in Dynamics 365 Customer Service and strong functional design skills.
The predicted salary is between 60000 - 80000 ÂŁ 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. We value clarity, empathy for users, and functional designs that are grounded in real operational needs.
The Role
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 work closely with clients, product owners and delivery teams to understand service operations, customer journeys and business outcomes, and translate them into clear, implementable functional designs using standard Dynamics 365 capabilities wherever possible. This is a hands‑on delivery role. 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.
Key Responsibilities
- Functional Solution Design
- 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.
- Drive a “configure first” mindset, minimising unnecessary customisation.
- Contact Center & Omnichannel Design
- Design end‑to‑end service journeys across voice, chat, email, messaging and social channels.
- Define queue models, skills, routing rules and work distribution, aligned to operational goals.
- Shape agent and supervisor experiences, including productivity tools, dashboards and insights.
- Client & Stakeholder Engagement
- Lead functional workshops with service leaders, operations teams and frontline users.
- Act as a trusted functional advisor, helping clients understand product capabilities, constraints and trade‑offs.
- Clearly articulate functional options and recommend practical solutions.
- Configuration & Delivery Support
- Guide and review configuration across Customer Service Hub, Contact Center capabilities and Power Platform.
- Support functional testing, UAT preparation and defect triage.
- Remain actively involved through go‑live and early‑life support.
- Adoption, Quality & Governance
- Design with adoption in mind, considering usability, role clarity and operational readiness.
- Ensure functional designs support reporting, quality management and continuous improvement.
- Maintain clear and usable functional documentation.
- Collaboration with Technical Architecture
- Work closely with Technical Architects to align functional requirements with technical design.
- Highlight non‑functional considerations early, including performance, scalability and security.
- Support integration and data design discussions from a functional perspective.
- Presales & Early Shaping
- Contribute to proposals, demos and early solution shaping for contact centre and service transformations.
- Support estimations and scope definition by clearly articulating functional complexity and dependencies.
What You’ll Bring
We do not expect every candidate to cover every area. What matters most is strong functional design capability, contact centre understanding, and confidence working with clients and delivery teams.
Essential
- 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 designing omnichannel journeys, queues, routing and agent experiences.
- Comfortable leading workshops, documenting requirements and producing functional designs.
- Experience supporting configuration, testing and go‑live activities.
- Ability to work collaboratively with Technical Architects and development teams.
- Confident communicator with clients and internal stakeholders.
- Relevant Microsoft certifications or a clear commitment to achieving them.
Desirable
- Experience with other CCaaS platforms like AWS, Gensys etc.
- Exposure to Copilot for Service, Copilot Studio or conversational AI from a functional design perspective.
- Experience with D365 Customer Insights, knowledge management or workforce management concepts.
- Familiarity with Power Platform capabilities used to extend service experiences.
- Awareness of new Dynamics 365 releases and roadmap.
Why Join KPMG’s Microsoft Business Solutions Team?
- Design real‑world service experiences: Work on programmes that directly impact customers, agents and service leaders.
- Strong delivery focus: Be part of teams that care about adoption, usability and operational success.
- Collaborative architecture model: Work closely with technical specialists while owning functional outcomes.
- 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.
- A culture of clarity and pragmatism: We value thoughtful design, open discussion and sustainable solutions.
If this sounds like the kind of role you want to do, we’d genuinely love to speak with you.
Dynamics 365 Contact Center & Customer Service Functional Architect in Slough 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 Slough
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect with potential colleagues on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions and scenarios related to Dynamics 365. We recommend role-playing with a friend or using mock interview tools to boost your confidence and refine your answers.
✨Tip Number 3
Showcase your expertise! Create a portfolio or case studies that highlight your experience with Dynamics 365 solutions. This will give you an edge and demonstrate your hands-on skills to potential employers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Dynamics 365 Contact Center & Customer Service Functional Architect in Slough
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience with Dynamics 365 and contact centre solutions. We want to see how your skills align with the role, so don’t hold back on showcasing relevant projects!
Showcase Your Communication Skills: As a Functional Architect, clear communication is key. Use your application to demonstrate how you've effectively led workshops or engaged with clients in the past. We love seeing examples of how you’ve articulated complex ideas simply.
Highlight Your Hands-On Experience: We’re looking for someone who’s not just theoretical but has practical experience. Share specific instances where you’ve been involved in the configuration, testing, or go-live phases of a project. This will show us you can hit the ground running!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to keep track of your application and ensure it gets the attention it deserves. 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 grasp of Dynamics 365 Customer Service and Contact Center solutions. Brush up on the latest features, especially around omnichannel journeys and case management. Being able to discuss specific functionalities and how they can be applied in real-world scenarios will impress your interviewers.
✨Prepare for Functional Design Questions
Expect questions that dive deep into functional design principles. Be ready to explain how you would translate business requirements into clear functional designs. Practise articulating your thought process on designing service models and user stories, as this is crucial for the role.
✨Showcase Your Workshop Leadership Skills
Since leading functional workshops is part of the job, prepare examples of past experiences where you've successfully facilitated discussions with clients or stakeholders. Highlight your ability to document requirements and produce functional designs collaboratively.
✨Understand Client Engagement Strategies
Demonstrate your understanding of client engagement by discussing how you would act as a trusted advisor. Be prepared to talk about how you would help clients navigate product capabilities and constraints, and how you would recommend practical solutions based on their needs.