Functional Consultant jobs in United Kingdom

D365 CE Functional Consultant

Permanent | Up to £65,000 | Hybrid (2 Days Onsite in Burton)

A major UK organisation undergoing a large‑scale digital transformation is looking for a Dynamics 365 CE Functional Consultant to join its growing Technology function. This is a unique chance to influence how a modern enterprise leverages Microsoft Dynamics across its customer, operational, and service landscapes.

You'll work closely with business stakeholders to shape requirements, design intuitive processes, and support the delivery of D365 capabilities across the organisation. This role sits at the heart of a multi‑year transformation powered by Dynamics 365 and the Power Platform.

• Lead functional analysis, requirements gathering, and solution design across D365 CE.
• Champion a configuration‑first approach and help define scalable, user‑centred solutions.
• Produce functional documentation, user stories, and process mapping.
• Work closely with technical teams, designers, and product owners to deliver high‑quality change.
• Support Agile delivery practices, sprint planning, backlog shaping, and acceptance criteria.
• Guide stakeholders on "the art of the possible" within D365 CE and Power Platform.
• Provide functional support, testing guidance, and adoption support across project phases.

• Strong experience as a D365 CE Functional Consultant or Business Analyst.
• Hands‑on configuration experience across D365 CE.
• Strong understanding of customer‑facing processes and workflow optimisation.
• Ability to deliver functional specs, fit‑gap analysis, and process design.
• Excellent stakeholder communication and workshop facilitation skills.
• Ability to work independently across multiple workstreams.
• Microsoft D365 or Power Platform certification (advantageous).
• Exposure to D365 F&O and broader Power Platform tooling is a bonus.

The following experience is not essential but would be highly advantageous, particularly as part of a wider customer‑experience transformation:

• Knowledge of Customer Service Workspace and Omnichannel for Customer Service.
• Exposure to implementing or configuring Live Chat, Voice, Email, or Azure Communication Services (ACS).
• Experience supporting or integrating Teams Telephony within D365.
• Understanding of contact‑centre operations, queue management, or digital engagement journeys.
• Familiarity with telephony systems and wider contact‑centre technology landscapes.
• Experience with Power Platform (Power Apps / Power Automate) in a service environment.
• Awareness of AI‑enhanced features such as Copilot‑powered insights or sentiment analysis.

These are not mandatory but would allow you to contribute to additional transformation work across customer service and contact‑centre modernisation.