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- Tasks: Design and implement innovative customer service solutions using Dynamics 365 CE.
- Company: Join a leading organisation focused on improving customer engagement in a regulated sector.
- Benefits: Enjoy competitive salary, generous leave, and ongoing learning opportunities.
- Other info: Hybrid working model with a commitment to inclusion and sustainability.
- Why this job: Shape the future of customer service with cutting-edge technology and make a real impact.
- Qualifications: 5+ years in Dynamics 365 CE with strong customer service expertise.
The predicted salary is between 60000 - 75000 ÂŁ per year.
Are you a Dynamics 365 Customer Engagement specialist with a passion for delivering exceptional customer service experiences? Do you enjoy designing modern, intelligent contact centre solutions using channels such as live chat, voice, digital communication services, and integrated telephony? An organisation is seeking a Dynamics 365 CE Functional Consultant with strong expertise in Customer Service and Omnichannel capabilities to support the transformation of their customer engagement operations. This role offers the opportunity to shape innovative solutions that directly enhance service quality and user experience. This is a permanent position with a hybrid working model.
Key Responsibilities
- Lead the full functional design and delivery of Dynamics 365 CE Customer Service, including Customer Service Workspace, Omnichannel, and core contact centre features.
- Configure and implement live chat, voice channels, and digital communication services to support realâtime customer interactions.
- Deploy and optimise Teamsâbased telephony within the Dynamics 365 environment.
- Collaborate with stakeholders to gather requirements and translate them into scalable, intuitive solution designs.
- Work closely with technical teams to ensure seamless integration across platforms and supporting systems.
- Deliver workshops, training sessions, and adoption activities to ensure successful implementation.
- Maintain alignment with bestâpractice standards, governance, and security requirements.
- Provide expert postâdeployment support and drive ongoing improvements.
Skills & Experience Required
- 5+ years' experience as a Dynamics 365 CE Functional Consultant with a focus on Customer Service.
- Strong knowledge of Customer Service Workspace, Omnichannel for Customer Service, and contact centre operations.
- Handsâon experience implementing Omnichannel channels such as email, live chat, voice, and digital communication services.
- Proven experience integrating Teamsâbased telephony with Dynamics 365.
- Understanding of telephony systems and wider contact centre technologies.
- Solid knowledge of the Power Platform, including Power Apps and Power Automate.
- Excellent communication and stakeholder engagement skills.
- Ability to produce highâquality functional documentation and solution designs.
- Familiarity with ALM and DevOps practices.
Desirable Experience
- Exposure to Azure services, Power BI, or Customer Insights.
- Knowledge of ITIL or service management frameworks.
- Experience with AIâdriven features such as Copilot, sentiment analysis, or intelligent insights.
Preferred Certifications
- Dynamics 365 Customer Service Functional Consultant Associate
- Power Platform Functional Consultant Associate
About the Organisation
The organisation operates within a highly regulated sector and supports individuals with complex needs through a combination of clinical expertise, digital innovation, and customerâcentric service delivery. With a large, multidisciplinary workforce, they focus on improving access to essential services and enhancing the overall experience for the people they support.
Employee Benefits
- Employees receive a competitive salary and a comprehensive benefits package, which may include:
- Generous annual leave entitlement
- Regular salary reviews
- Pension scheme
- Life assurance
- Employee benefits and discounts platform
- Private medical cover (subject to qualifying period)
- Ongoing learning and development opportunities
- Annual companyâwide events
- Access to onâsite facilities such as wellbeing spaces, fitness areas, or quiet rooms (where applicable)
Commitment to Inclusion & Sustainability
The organisation is committed to equality, diversity, and inclusion, ensuring fair treatment for all applicants regardless of background or personal characteristics. They also actively pursue sustainability initiatives and continue to reduce their environmental impact through ongoing improvement programmes.
D365 CE Functional Consultant in West Bromwich employer: Nigel Frank
Contact Detail:
Nigel Frank Recruiting Team
StudySmarter Expert Advice đ¤Ť
We think this is how you could land D365 CE Functional Consultant in West Bromwich
â¨Tip Number 1
Network like a pro! Reach out to your connections in the Dynamics 365 community. Attend meetups or webinars, and donât be shy about asking for introductions. You never know who might have the inside scoop on job openings!
â¨Tip Number 2
Showcase your skills! Create a portfolio that highlights your experience with Customer Service Workspace and Omnichannel solutions. Use real examples of projects you've worked on to demonstrate your expertise and problem-solving abilities.
â¨Tip Number 3
Prepare for interviews by brushing up on common questions related to Dynamics 365 CE. Be ready to discuss your hands-on experience with live chat, voice channels, and Teams-based telephony. Practice articulating how youâve delivered successful implementations in the past.
â¨Tip Number 4
Donât forget to apply through our website! Weâre always looking for talented individuals like you. Tailor your application to highlight your relevant experience and passion for customer service â itâll make you stand out from the crowd!
We think you need these skills to ace D365 CE Functional Consultant in West Bromwich
Some tips for your application đŤĄ
Tailor Your CV: Make sure your CV is tailored to the D365 CE Functional Consultant role. Highlight your experience with Customer Service and Omnichannel solutions, and donât forget to mention any relevant projects you've worked on that showcase your skills.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer service and how your expertise aligns with the role. Be sure to mention specific technologies or methodologies youâve used that relate to the job description.
Showcase Your Communication Skills: Since this role involves collaboration with stakeholders, make sure to demonstrate your excellent communication skills in your application. Use clear and concise language, and provide examples of how you've successfully engaged with teams in the past.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. Itâs the best way for us to receive your application and ensures youâre considered for the role. Plus, it shows youâre keen on joining our team!
How to prepare for a job interview at Nigel Frank
â¨Know Your Dynamics 365 Inside Out
Make sure you brush up on your knowledge of Dynamics 365 CE, especially the Customer Service Workspace and Omnichannel features. Be ready to discuss how you've implemented these in past roles and share specific examples of how your solutions improved customer service experiences.
â¨Showcase Your Communication Skills
As a consultant, you'll need to engage with various stakeholders. Prepare to demonstrate your excellent communication skills by discussing how you've gathered requirements and translated them into effective solution designs. Use real-life scenarios to illustrate your points.
â¨Be Ready for Technical Questions
Expect questions about integrating Teams-based telephony and other contact centre technologies. Brush up on your technical knowledge and be prepared to explain how you've tackled challenges in previous projects, particularly around real-time customer interactions.
â¨Highlight Your Training Experience
Since delivering workshops and training sessions is part of the role, think of examples where you've successfully trained others on new systems or processes. Discuss your approach to ensuring user adoption and how you measure success post-deployment.