Dynamics 365 Functional Consultant (Customer Service)

📍 London (Hybrid)

💷 £375-£400/day

📅 Initial 3-Month Contract | Extension Very Likely

I'm currently supporting an international insurance organisation undergoing a major CRM & Telephony Transformation programme and am looking for an experienced Dynamics 365 Customer Service Functional Consultant .

Key Responsibilities

• Lead the functional design and configuration of Dynamics 365 Customer Service solutions
• Gather, analyse and document business requirements
• Configure Case Management, Knowledge Management, SLAs, Queues & Routing, and Customer Service Workspace
• Work closely with architects, developers and business stakeholders
• Support UAT, training, change management and post go-live activities
• Drive business process improvements and best practice adoption

Required Experience

✅ Dynamics 365 Customer Service

✅ Case Management

✅ Knowledge Management / Knowledge Base

✅ Service Level Agreements (SLAs)

✅ Queues & Routing

✅ Customer Service Workspace

✅ Power Platform (Power Apps, Power Automate, Dataverse)

✅ Requirements gathering & stakeholder management

✅ Functional design and business process improvement

✅ Agile and/or Waterfall delivery experience

Desirable

• Financial Services or Insurance experience
• Azure integrations
• APIs and integration patterns
• Power BI
• Data migration and reporting
• Microsoft Certifications (MB-230, PL-200)

What's on Offer?

• High-profile CRM transformation programme
• International client environment
• Strong extension potential
• Collaborative team working across architecture, engineering, data and delivery functions

📩 If you're interested, please send your latest CV along with your day rate expectations and availability.