Dynamics 365 CE Functional Consultant
Location: Remote
Contract: 6-12 Months (Potential Extension)
Rate: £625 per day Inside IR35
Overview
We are seeking an experienced Dynamics 365 Customer Engagement (CE) Functional Consultant to support the design, configuration, and delivery of enterprise-scale CRM and customer service solutions.
The successful candidate will bring a combination of strong Dynamics 365 functional consulting expertise and a solid understanding of customer service operations, contact centre technologies, omnichannel engagement, and AI-driven customer experience solutions. You will play a key role in translating business requirements into scalable Dynamics 365 solutions while supporting delivery across the full project lifecycle.
Working closely with business stakeholders, architects, developers, telephony teams, and product owners, you will help shape and deliver modern CRM and contact centre capabilities that drive operational efficiency and improve customer outcomes.
Key Responsibilities
Business Analysis & Stakeholder Engagement
Lead discovery workshops, requirements gathering sessions, and stakeholder interviews.
Work closely with customer service teams, business users, and product owners to understand operational needs and pain points.
Translate business requirements into detailed functional specifications, user stories, process maps, and solution designs.
Facilitate workshops to define customer journeys, service processes, and target operating models.
Dynamics 365 Functional Consultancy
Configure and optimise Dynamics 365 Customer Engagement (CE) and Dynamics 365 Customer Service solutions.
Design and implement Omnichannel capabilities to support seamless customer interactions across multiple channels.
Configure case management, queues, work allocation, routing rules, SLAs, and service workflows.
Develop scalable CRM solutions aligned to business objectives and customer service strategies.
Contact Centre & Customer Service Transformation
Define IVR workflows, intelligent routing logic, customer interaction processes, and agent experience requirements.
Support the transform...
Dynamics 365 CE & Contact Centre Functional Consultant in East Kilbride employer: TXP
At TXP, we are committed to creating a dynamic and inclusive work environment where our employees can thrive. As a Senior Data Business Analyst in Birmingham, you will not only engage in meaningful projects within the pensions and insurance sectors but also benefit from our strong focus on professional development and social responsibility. Join us to be part of a team that values diversity, fosters growth, and makes a positive impact in the community.
