We are seeking an experienced
Dynamics 365 Customer Engagement (CE) Functional Specialist
to support a major digital transformation program. The successful candidate will act as the functional lead and subject matter expert for the
Dynamics 365 Customer Service module
, driving configuration, enhancement, and delivery of new solutions.
Key Responsibilities
* Serve as the SME for Dynamics 365 Customer Service functionality.
* Configure and optimize Dynamics 365 components including Tables, Views, Forms, Business Process Flows, Security Roles, and Workflows.
* Develop and maintain Power Automate flows; experience with Canvas Apps is a plus.
* Collaborate with business and technical teams to gather requirements and deliver high-quality solutions.
* Support ongoing enhancements, testing, and deployment activities.
* Work within Agile teams, providing updates, reporting progress, and prioritizing tasks effectively.
Key Skills & Experience
* Minimum 5 years' hands-on experience with Dynamics 365 Customer Service and related Power Platform tools.
* Proven track record of configuring and supporting business-critical CRM systems.
* Experience with managed D365 environments.
* Strong understanding of customer service processes and SLAs.
* Excellent communication, analytical, and stakeholder management skills.
* Familiarity with Agile delivery methods and project management tools.
Desirable
* Experience in omni-channel customer service environments.
* Exposure to integration of Dynamics 365 with other enterprise systems.
What's On Offer
* Opportunity to work on a large-scale digital transformation program.
* Collaborative and dynamic work environment.
* Competitive salary and benefits package.