Job Description: D365 CE Functional Consultant

Location - Macclesfield, 2-3 days

Duration to offer: 6-12 months

Inside iR35

Experience: 8-10+ years in Dynamics 365 CE/CRM Functional Consulting

Role Overview

We are seeking a Dynamics 365 Customer Engagement (CE) Functional Consultant with strong experience across Customer Journeys, Sales, and Customer Service. The consultant will work with business stakeholders to understand processes, define requirements, support solution design, and ensure smooth transition and operations of the CRM platform.

Key Responsibilities (High-Level)

• Lead requirement gathering workshops for Customer Journeys, Customer Service (Case Management, SLAs, Queues, Knowledge Base) and Sales (Lead-Opportunity life cycle).
• Analyse existing CRM processes and document functional gaps, enhancements, and solution approaches.
• Support knowledge transition, environment walkthroughs, and stakeholder onboarding.
• Review and validate high-level customizations, integrations, reporting needs, and security roles.
• Coordinate with technical teams for solution design, deployment, and issue resolution.
• Support UAT, regression testing, and release readiness activities.
• Ensure alignment with incident, change, and release management processes.
• Work closely with business users to provide functional support and process improvements.

Required Skills

• Strong functional knowledge of D365 CE - Customer Service, Sales & Customer Journeys modules.
• Understanding of Plugin, Cloud flow, API.
• Understanding of:
• Case life cycle, SLAs, entitlements, queues, routing
• Lead, Opportunity, and basic Sales processes
• Customer Journeys
• Knowledge Base articles
• Ability to document business processes, requirements, and functional specifications.
• Ability to validate customizations, workflows, integrations, and reports at a functional level.
• Experience with test scenarios, UAT support, and go-live readiness.
• Good understanding of CRM security roles, audit controls, and compliance.

Nice to Have Skills

• Exposure to Azure Function, integrations, and Middleware.
• Experience with Splunk and TIBCO ActiveMatrix BusinessWorks Plug-in.