Dynamics 365 Contact Center Functional Consultant

Cleveland, OH, US • Posted 2 days ago • Updated 2 days ago

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Acceptance Testing
Agile
Artificial Intelligence
Business Operations
Collaboration
Communication
Continuous Improvement
Customer Engagement
Customer Experience

Summary

We are looking for Dynamics 365 Contact Center Functional Consultant for our client in Cleveland, OH

Job Title: Dynamics 365 Contact Center Functional Consultant

Job Location: Cleveland, OH

Job Type: Contract

Job Description:

Pay Range: $70hr - $75hr

The Dynamics 365 Contact Center Functional Consultant is responsible for leading business discovery, functional design, and solution delivery for Dynamics 365 Customer Engagement and Contact Center implementations.
This role works closely with business stakeholders, architects, and technical teams to design and implement omnichannel contact center solutions that enhance customer experience and operational efficiency.
The consultant plays a key role in translating business requirements into scalable Dynamics 365 solutions while supporting adoption, testing, and continuous improvement initiatives.

Business Discovery and Functional Design:

Lead requirements discovery workshops with business operations and contact center stakeholders.
Define to-be service processes across voice, chat, digital messaging, and case management.
Translate business needs into functional requirements, user stories, and acceptance criteria.
Facilitate stakeholder reviews, approvals, and functional sign-off.

Dynamics 365 Contact Center Capabilities:

Configure and design Dynamics 365 Customer Service and Contact Center features including omnichannel routing and queues.
Design and manage case management processes, SLAs, entitlements, and knowledge management.
Configure agent desktop and productivity experiences.
Enable supervisor monitoring and reporting insights.
Support Copilot and AI-assisted service scenarios including agent assist, summaries, and knowledge suggestions.
Design self-service experiences using virtual agents and digital channels.

Integration and Data Functional Ownership:

Collaborate with solution architects to define functional integration requirements with upstream and downstream systems.
Support data migration activities including data mapping, validation, and reconciliation.
Participate in defining Customer 360 and case data models within Dataverse.

Agile Delivery and Testing:

Author and manage product backlog and user stories.
Participate in sprint planning, backlog grooming, reviews, and demonstrations.
Conduct functional testing, support System Integration Testing (SIT), and User Acceptance Testing (UAT).
Validate delivered functionality against business requirements and KPIs.

Change, Adoption, and Enablement:

Support end-user training, demonstrations, and knowledge transfer sessions.
Create functional documentation, process flows, and user guides.
Educate stakeholders on new Dynamics 365 Contact Center capabilities and releases.

Required Skills and Experience:

Core Experience:

8 to 12 years of experience in Microsoft Dynamics 365 CE/CRM.
Hands-on functional experience with Customer Service and/or Contact Center implementations including virtual agents, bots, CTI/telephony, and Teams Phone integration.
Experience in Financial Services or other regulated industries preferred.

Functional Platform Skills:

Strong experience with Dynamics 365 Customer Service, Omnichannel, and Dataverse.
Experience with Power Platform including Power Apps, Power Automate, Copilot Studio, and Virtual Agents.
Strong understanding of contact center operations and performance metrics.
Experience with requirements gathering, fit-gap analysis, and process modeling.
Exposure to integrations, REST APIs, and middleware from a functional perspective.

Delivery and Collaboration Skills:

Strong stakeholder communication and workshop facilitation skills.
Experience working within Agile and Scrum delivery models.
Ability to collaborate effectively with solution architects, developers, and testers.
Excellent documentation and storytelling skills.

Preferred / Good to Have:

Experience with Copilot-enabled service or AI-assisted customer experience solutions.
Knowledge of Workforce Management concepts including forecasting, scheduling, and quality assurance.
Microsoft certifications such as MB-230, PL-200, or equivalent preferred.

Qualification and Education:

Bachelor s degree in Information Technology, Business, or related field preferred.
Relevant Microsoft Dynamics certifications are highly desirable.

Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.

Dice Id: 10516350
Position Id: OH_DCFO_0226
Posted 2 days ago

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Dynamics 365 Contact Center Functional Consultant

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