Dynamics 365 Functional Consultant - Remote (Harrisburg, PA)

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.