Dynamics 365 CE Functional Consultant - Customer Service & Omnichannel
Role Overview
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 real‑time customer interactions.
* Deploy and optimise Teams‑based 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 best‑practice standards, governance, and security requirements.
* Provide expert post‑deployment 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.
* Hands‑on experience implementing Omnichannel channels such as email, live chat, voice, and digital communication services.
* Proven experience integrating Teams‑based 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 high‑quality 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 AI‑driven 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 customer‑centric 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 company‑wide events
* Access to on‑site 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.
