Dynamics 365 Functional Consultant - Remote (Harrisburg, PA-Occasional Travel)

Hi,

we are immediately looking for Dynamics 365 Functional Consultant _ Remote (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: Dynamics 365 Functional Consultant

Location: Remote (Harrisburg, PA-Occasional Travel)

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.

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.

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).