Senior Functional Consultant (Dynamics 365 CE)

Job Title: Senior Functional Consultant - Dynamics 365 CE (Customer Service Workspace)
Location: Luton Airport (Hybrid)
Contract: 6 months
We're seeking a Senior Functional Consultant with expert knowledge of Dynamics 365 CE, specialising in Customer Service Workspace. You'll design and deliver omnichannel service experiences, working closely with stakeholders to shape solutions that enhance customer journeys.
Key responsibilities include configuring core Customer Service features (case management, SLAs, queues), implementing Omnichannel (LiveChat, WhatsApp, Voice, Social Media), and optimising Unified Routing and agent tools.
You'll need:
4+ years in Dynamics 365 CE, including 2+ with Customer Service Workspace.
Experience configuring multiple omnichannel channels.
Strong understanding of case management, routing, and productivity tools.
Knowledge of Power Platform and telephony/social media integrations.
Excellent stakeholder engagement and agile delivery experience.
Microsoft certifications (MB-230) and experience in customer insights or virtual agents are a plus.

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