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.
#LI-JM2
