Title: Dynamics 365 Contact Center Functional Consultant Location: Cleveland, OH (Onsite) Position: Contract
Job Description: Role Summary
The Dynamics 365 Contact Center Functional Consultant is responsible for discovering business requirements, designing functional service processes, and configuring Dynamics 365 Contact Center and Customer Service
solutions to deliver modern omnichannel and AI-assisted customer experiences
This role acts as the bridge between business stakeholders and technical teams, ensuring that contact center capabilities, self-service agent-assisted service, and supervisor operations are aligned to business KPIs such as AHT FCR CSATNPS containment and service efficiency
Key Responsibilities: Business Discovery 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 signoff
Dynamics 365 Contact Center Capabilities
Configure and design Dynamics 365 Contact Center Customer Service features, including omnichannel routing and queues
Case management SLAs, entitlements, and knowledge
Agent desktop and productivity experiences
Supervisor monitoring and insights
Support Copilot and AI-assisted service scenarios, agent assist summaries, and knowledge suggestions
Design self-service experiences using virtual agents and digital channels
Integration Data Functional Ownership
Work with 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 in DataVerse
Agile Delivery Testing
Author and manage product backlog and user stories
Participate in sprint planning, backlog grooming, reviews, and demos
Conduct functional testing, SIT, and UAT support
Validate delivered functionality against business requirements and KPIs
Change Adoption Enablement
Support end user training demos and knowledge transfer
Create functional documentation, process flows, and user guides
Educate stakeholders on new Dynamics 365 Contact Center capabilities and releases
Required Skills 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 with VR bots, CTI telephony, and Teams Phone integration
Experience in Financial Services or regulated industries preferred
Functional Platform Skills:
Dynamics 365 Customer Service Omnichannel Data Verse
Power Platform Power Apps Power Automate Copilot Studio Virtual Agents
Strong understanding of contact center operations and metrics
Experience with requirement gathering fitgap analysis and process modeling
Exposure to integrations REST APIs middleware from a functional perspective
Delivery Collaboration Skills:
Strong stakeholder communication and workshop facilitation skills
Experience working in Agile Scrum delivery models
Ability to collaborate closely with solution architects, developers, and testers
Excellent documentation and storytelling skills
Preferred Good to Have
Experience with Copilot-enabled service or AI-assisted CX
Knowledge of Workforce Management concepts, forecasting, scheduling, and QA
Microsoft certifications MB230 PL200 or equivalent
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