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Senior Functional Consultant – Dynamics 365 CE (Customer Service Workspace)
Role Overview
We are seeking an experienced Senior Functional Consultant with deep expertise in Microsoft Dynamics 365 Customer Service, with a primary focus on Customer Service Workspace. The ideal candidate will be responsible for designing, configuring, and delivering modern omnichannel service experiences. You will work closely with stakeholders to translate business needs into robust, scalable D365 CE solutions, ensuring seamless integration across communication channels and service processes.
Key Responsibilities
- Act as the subject matter expert on Customer Service Workspace, designing and delivering tailored experiences for service agents.
- Lead client workshops to gather requirements and translate them into functional specifications and solution designs.
- Configure and extend the Core Customer Service module, including case management, queues, SLAs, entitlements, and knowledge management.
- Implement Customer Engagement and Service Channels, ensuring a seamless and integrated customer journey.
- Configure Customer Profile and Interaction Management, enabling a 360° view of customer interactions across channels.
- Set up and optimize Email and LiveChat configurations, including channel setup, templates, and automation rules.
- Implement WhatsApp Integration, aligning business requirements with secure, compliant communication solutions.
- Build and deploy WebForms for capturing leads, cases, or service requests through portals or external sites.
- Define and implement Unified Routing rules, including channel assignment, classification, and agent availability logic.
- Support Voice Integration through telephony platforms, including call handling, IVR integration, and agent desktop setup.
- Enable and optimize Social Engagement, configuring connectors for channels such as Twitter, Facebook, and Instagram.
- Drive Qualification Management, helping clients manage triage of leads and cases using intelligent rules and routing.
- Collaborate with technical consultants, developers, and testers throughout the project lifecycle.
- Produce high-quality documentation including solution designs, configuration guides, and training materials.
Required Skills and Experience
- 4+ years of experience in Dynamics 365 CE, with at least 2 years focused on Customer Service Workspace.
- Demonstrated experience configuring Omnichannel for Customer Service including at least 3 of: LiveChat, Email, WhatsApp, Voice, Social Media (Sprinklr).
- Strong understanding of case lifecycle, routing logic, and agent productivity tools within D365.
- Experience configuring Unified Routing, including custom rules and assignment strategies.
- Familiarity with Power Platform components (Power Automate, Power Apps) to enhance and extend D365 functionality.
- Working knowledge of WebForms setup via Power Pages or third-party portals.
- Strong stakeholder management and communication skills, with a consultative approach.
- Functional understanding of integrations with external systems such as telephony providers or social platforms.
- Proven ability to deliver in Agile or hybrid delivery models.
Desirable Qualifications
- Microsoft Certifications in Dynamics 365 Customer Service Functional Consultant Associate (MB-230).
- Exposure to Process Mining, Customer Insights, or Power Virtual Agents is a plus.
- Experience with industry-specific customer service scenarios (e.g. public sector, utilities, retail) is an advantage.
