Job Description

Responsibilities

• Lead Customer Service requirements workshops and map support processes to D365 standard.
• Configure cases, queues, SLAs, entitlements, routing, and knowledge management.
• Design and set up Omnichannel for Customer Service across chat, voice, and social.
• Build model-driven apps, business process flows, security roles, and dashboards.
• Advise on Copilot and AI-assisted agent productivity.
• Author FDDs and collaborate with developers on plug-ins and integrations.
• Drive UAT, data migration, key-user training, and go-live/hypercare.

Requirements

• 5+ years as a D365 Customer Service / CE functional consultant with full-cycle implementations.
• Strong configuration knowledge of cases, queues, SLAs, entitlements, and knowledge management.
• Experience with Omnichannel for Customer Service (chat, voice, social) and routing.
• Solid Power Platform and Dataverse foundation; security-model design.
• Comfortable authoring FDDs and leading client workshops in English.
• Nice to have: Copilot for Service and agent productivity; Customer Service Insights; integration to telephony/CTI.
• Certification valued: MB-230 (Customer Service Functional Consultant Associate).

What We Offer

• Competitive senior-level compensation
• Long-term, multi-phase engagements with an established international Microsoft Dynamics partner
• Remote-first working with flexible hours
• Contact-centre and omnichannel service programs for enterprise clients
• Power Platform, Dataverse, and Copilot for Service hands-on work
• A mature delivery methodology and strong in-house consulting practice
• Structured career progression within a global consultancy
• Funded Microsoft certifications and ongoing professional development

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