Hi,
we are immediately looking for Dynamics 365 Functional Consultant _ Remote (Harrisburg, PA) with one of our direct clients. if you are interested or know someone who is looking for projects, please respond with resume
Position: Dynamics 365 Functional Consultant
Location: Remote (Harrisburg, PA)
Job Description:
- The Customer Engagement Discovery Lead is responsible for leading requirements gathering and solution blueprinting for a public-sector customer engagement modernization initiative. This role shapes a cohesive target design for Dynamics 365 Customer Service, Power Pages self-service portal, voice/IVR contact center capabilities, and governed Generative AI (Copilot/agent assist) while ensuring alignment with public-sector security, privacy, accessibility, records retention, and audit requirements.
Key Responsibilities
Lead Requirements Discovery
- Plan and facilitate structured workshops with agency stakeholders (program, operations, IT, compliance, legal/privacy, and communications).
- Document current-state and future-state workflows for citizen engagement, case management, and back-office handoffs.
- Capture and validate:
- Functional requirements (citizen self-service, agent workflows, knowledge, notifications, escalations)
- Non-functional requirements (availability, performance, continuity of operations, auditability)
- Policy constraints (privacy, records retention, acceptable use, accessibility standards)
- Produce traceable user stories and acceptance criteria suitable for public-sector governance and vendor accountability.
Define the Target Customer Engagement Blueprint
- Create a comprehensive solution blueprint covering:
- Case lifecycle (intake triage resolution closure reporting)
- Routing and workload management (queues, skills, SLAs, priority rules)
- Knowledge management (governance, publishing workflow, quality controls)
- Citizen/staff experience standards (consistent language, transparency, reduced handoffs)
- Define roles, responsibilities, and governance for ongoing operations (including cross-department handoffs).
Voice/IVR Discovery and Routing Strategy
- Define IVR objectives (containment where appropriate, accurate routing, equitable access).
- Draft IVR call flows, including:
- Caller identification options (without over-collecting personal data)
- Routing, hours-of-operation behavior, and fallback procedures
- Call context requirements for CRM screen pops and case creation
- Identify compliance needs (call recording disclosures, retention requirements, QA standards).
Power Pages (Portal) Discovery and Self-Service Strategy
- Define portal personas and permissions, including secure exposure of case and account data.
- Identify high-value self-service journeys (status checks, document upload, FAQs, appointment scheduling where applicable).
- Ensure requirements address:
- Accessibility (WCAG/Section 508) considerations
- Plain language and multilingual needs (if applicable)
- Identity/SSO approach and privacy controls
- Produce low-fidelity wireframes and content structure for priority journeys.
Governed Generative AI Discovery (Public-Sector Guardrails)
Identify and prioritize AI-assisted use cases such as:
- Case summarization for agents/supervisors
- Drafting responses grounded in approved knowledge
- Auto-categorization and triage suggestions (human-in-the-loop)
- Knowledge article drafting with review workflows
Define AI governance requirements:
- Allowed data sources and prohibited data use
- PII handling/redaction expectations
- Human review, transparency, and audit logging
- Evaluation criteria (accuracy, reliability, safety)
- Ensure recommendations are aligned with agency risk posture and acceptable-use policies.
Produce Implementation-Ready Deliverables and Support Approvals Deliverables typically include:
- Requirements Catalog (functional + non-functional + compliance)
- Future-State Process Maps / Journey Maps
- Solution Blueprint / High-Level Design
- IVR Call Flow + Routing Strategy
- Portal Wireframes + Security/Permissions Model
- GenAI Use Case Catalog + Governance Framework
- Interface/Integration Touchpoint List (contracts and data needs; build owned separately)
- Phased Roadmap (MVP incremental releases stabilization/hypercare)
- Support procurement and governance reviews (steering committees, architecture review boards).
Required Qualifications
- 8+ years leading customer engagement/contact center modernization initiatives, with public-sector or regulated industry delivery experience.
- Proven requirements leadership: workshop facilitation, documentation, traceability, and stakeholder consensus.
- Hands-on functional/architectural capability with:
- Dynamics 365 Customer Service
- Self-service portals (Power Pages or equivalent)
- Voice/IVR contact center design and routing concepts
- Practical GenAI/Copilot use cases with governance considerations
- Strong understanding of security and privacy fundamentals (least privilege, audit trails, data minimization).
Preferred Qualifications
- Experience in government environments with one or more of:
- Accessibility standards (e.g., Section 508/WCAG)
- Records retention / public records / eDiscovery considerations
- Identity standards (SSO, MFA, federation)
- Data classification and PII handling requirements
- Familiarity with responsible AI governance practices, risk assessment, and evaluation methods.