Job Title

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