Dynamics 365 Contact Center & Customer Service Functional Architect

Dynamics 365 Contact Center & Customer Service Architect

Shape Customer and Colleague Service Experiences with KPMG UK

KPMG’s Microsoft Business Solutions practice is one of the most experienced and fastest‐growing Microsoft transformation teams in the UK. We work with organisations to modernise customer service and contact centre operations using Dynamics 365 Contact Center, Dynamics 365 Customer Service, Power Platform, and Copilot‐enabled experiences.

Our focus is on designing service models that work in practice — across voice and digital channels, agent and supervisor experiences, and end‐to‐end customer journeys. We value clarity, empathy for users, and functional designs that are grounded in real operational needs.

The Role

As a Functional Architect specialising in Dynamics 365 Contact Center and Customer Service, you will be responsible for owning the functional design of modern contact centre and service solutions.

You will work closely with clients, product owners and delivery teams to understand service operations, customer journeys and business outcomes, and translate them into clear, implementable functional designs using standard Dynamics 365 capabilities wherever possible.

This is a hands‐on delivery role. You will lead functional workshops, shape solution configuration, guide functional consultants, and support delivery through build, test and go‐live. You will partner closely with Technical Architects to ensure functional designs are feasible, scalable and aligned to the overall solution architecture.

Key Responsibilities

Functional Solution Design

• Own the functional design of Dynamics 365 Contact Center and Customer Service solutions, covering cases, interactions, queues, routing, knowledge, and service processes.
• Translate business requirements into clear functional designs, user stories and configuration approaches.
• Drive a “configure first” mindset, minimising unnecessary customisation.

Contact Center & Omnichannel Design

• Design end‐to‐end service journeys across voice, chat, email, messaging and social channels.
• Define queue models, skills, routing rules and work distribution, aligned to operational goals.
• Shape agent and supervisor experiences, including productivity tools, dashboards and insights.

Client & Stakeholder Engagement

• Lead functional workshops with service leaders, operations teams and frontline users.
• Act as a trusted functional advisor, helping clients understand product capabilities, constraints and trade‐offs.
• Clearly articulate functional options and recommend practical solutions.

Configuration & Delivery Support

• Guide and review configuration across Customer Service Hub, Contact Center capabilities and Power Platform.
• Support functional testing, UAT preparation and defect triage.
• Remain actively involved through go‐live and early‐life support.

Adoption, Quality & Governance

• Design with adoption in mind, considering usability, role clarity and operational readiness.
• Ensure functional designs support reporting, quality management and continuous improvement.
• Maintain clear and usable functional documentation.

Collaboration with Technical Architecture

• Work closely with Technical Architects to align functional requirements with technical design.
• Highlight non‐functional considerations early, including performance, scalability and security.
• Support integration and data design discussions from a functional perspective.

Presales & Early Shaping

• Contribute to proposals, demos and early solution shaping for contact centre and service transformations.
• Support estimations and scope definition by clearly articulating functional complexity and dependencies.

What You’ll Bring

We do not expect every candidate to cover every area. What matters most is strong functional design capability, contact centre understanding, and confidence working with clients and delivery teams.

Essential

• Strong experience delivering Dynamics 365 Customer Service and/or Contact Center solutions in a functional role.
• Solid understanding of service operations and contact centre processes, including case management and interaction handling.
• Experience designing omnichannel journeys, queues, routing and agent experiences.
• Comfortable leading workshops, documenting requirements and producing functional designs.
• Experience supporting configuration, testing and go‐live activities.
• Ability to work collaboratively with Technical Architects and development teams.
• Confident communicator with clients and internal stakeholders.
• Relevant Microsoft certifications or a clear commitment to achieving them.

Desirable

• Experience with other CCaaS platforms like AWS, Gensys etc.
• Exposure to Copilot for Service, Copilot Studio or conversational AI from a functional design perspective.
• Experience with D365 Customer Insights, knowledge management or workforce management concepts.
• Familiarity with Power Platform capabilities used to extend service experiences.
• Awareness of new Dynamics 365 releases and roadmap.

Why Join KPMG’s Microsoft Business Solutions Team?

• Design real‐world service experiences: Work on programmes that directly impact customers, agents and service leaders.
• Strong delivery focus: Be part of teams that care about adoption, usability and operational success.
• Collaborative architecture model: Work closely with technical specialists while owning functional outcomes.
• Opportunities to grow: Develop deeper product expertise or progress towards Solution or Lead Architect roles.
• Microsoft partnership: Access early insight into new service and contact centre capabilities.
• A culture of clarity and pragmatism: We value thoughtful design, open discussion and sustainable solutions.

If this sounds like the kind of role you want to do, we’d genuinely love to speak with you.