Business Analyst / Functional Lead Dynamics 365 Contact Center - Harrisburg, PA (Occasional Travel)

Hi,

We are immediately looking for Business Analyst / Functional Lead Dynamics 365 Contact Center _ Harrisburg, PA (Occasional Travel) with one of our direct clients. If you are interested or know someone who is looking for projects, please respond with Resume.

Position: Business Analyst / Functional Lead Dynamics 365 Contact Center

Location: Harrisburg, PA (Occasional Travel)

Job Description:

• We are seeking a senior Business Analyst / Functional Lead to lead business-process discovery, requirements definition, functional design, backlog management, and business validation for a Microsoft Dynamics 365 Contact Center transformation.
• This role will serve as a bridge between business stakeholders and the technical delivery team, translating contact-center operating requirements, customer-service policies, and business rules into implementable Dynamics 365 Customer Service, Contact Center, Copilot, IVR, and integration requirements.
• The ideal candidate has significant experience facilitating workshops with operational teams and converting complex policies and customer journeys into clearly defined process flows, user stories, acceptance criteria, and test scenarios.

Required Qualifications

• 10+ years of business analysis, functional consulting, or related enterprise transformation experience.
• Significant experience supporting CRM and/or contact-center transformation programs.
• Experience implementing Microsoft Dynamics 365 Customer Service or comparable enterprise CRM/contact-center platforms.
• Demonstrated experience conducting requirements and process-design workshops.
• Strong experience developing user stories and acceptance criteria.
• Experience managing requirements and delivery backlogs in Azure DevOps.
• Strong understanding of contact-center processes, customer journeys, case management, and agent workflows.
• Demonstrated experience supporting SIT, UAT, defect management, and production go-live.
• Ability to work effectively with business executives, operational subject-matter experts, architects, developers, QA teams, and project leadership.
• Strong written, facilitation, analysis, and documentation skills.

Preferred Experience

• Tolling or transportation-agency contact centers.
• Public-sector or government technology programs.
• Toll-account management, violations, disputes, payments, transponders, or customer-service workflows.
• Dynamics 365 Contact Center.
• Microsoft Copilot Studio.
• Omnichannel routing and conversational AI.
• PCI/payment-related customer journeys.
• Azure DevOps backlog and traceability management.
• Large-scale contact-center modernization or migration programs.

Preferred Certifications

• PL-200 Microsoft Power Platform Functional Consultant
• MB-230 Microsoft Dynamics 365 Customer Service Functional Consultant
• Certified Business Analysis Professional (CBAP) or equivalent is a plus.