D365 Functional Consultant - Newcastle, UK

2 Days Old

Role:D365 Functional Consultant Location: Newcastle, UK Duration: 6 Months Mode: Hybrid (2-3 days in a week)
Job Description:
The Role
As a Dynamics 365 Functional Consultant, you will work closely with customers to understand their service operations and translate requirements into well-configured Dynamics 365 Customer Service solutions. The role requires strong functional expertise, excellent customer interaction skills, and hands-on capability to build configurations and Proof of Concepts.
Your responsibilities:
Lead requirements discovery workshops and translate business needs into functional designs
Analyse current CRM processes, pain points, and operating model.
Configure Dynamics 365 Customer Service including case management, SLAs, queues, and routing
Design and build functional Proof of Concepts to validate requirements and solution fit
Work closely with solution architects and developers to ensure aligned delivery
Configure Power Platform components including Power Apps and Power Automate
Support UAT, defect triage, and user enablement activities
Produce functional documentation including process flows and configuration guides
Act as a trusted functional advisor to customer stakeholders throughout delivery
Your Profile
Essential skills/knowledge/experience:
Strong hands-on experience with Dynamics 365 Customer Service
Proven ability to configure case lifecycle, SLAs, queues, knowledge management, and reporting
Experience building functional POCs and demos
Solid understanding of customer service processes and contact centre operations
Hands-on experience with Power Apps and Power Automate
Strong communication skills with confidence in customer-facing roles
Experience working in structured delivery environments
Desirable skills/knowledge/experience:
Exposure to Omnichannel for Customer Service or digital engagement channels
Experience supporting enterprise or public-sector-scale implementations

TPBN1_UKTJ
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Location:
Newcastle Upon Tyne
Salary:
not provided
Job Type:
FullTime
Category:
IT

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