Lead D365 CE Functional Consultant – Microsoft Contact Center (CCaaS)

Lead Functional Consultant – Microsoft Contact Center (with Dynamics Customer Service)

Location: Hybrid (home-based, with Kerv Digital office visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ

Responsibilities

• End-to-end ownership: workshops, requirements, functional designs, configuration, testing oversight, data migration guidance, integrations and cutover.
• Lead workshops, define business processes, re-engineer workflows and capture requirements clearly.
• Demonstrate Out of the Box functionality to business and technical stakeholders illustrating how the product supports core business processes.
• Requirements gathering, writing and evolution through business process identification, analysis and re-engineering.
• Craft user stories, features and epics to be used across presales, design, development and delivery lifecycles.
• Build Proof of Concepts to demonstrate and articulate solution designs.
• Implement business and technical environment change safely and effectively, with the support of the Solution Architects and the Project Office.
• Pre-sales engagement including technology evangelism, demonstration, adoption and other early opportunity activities such as bid-response writing.
• Creating clear, concise and effective documentation across multiple channels.
• Proactive time management to meet timescales, balancing hands-on work with delegation to developers or team members.
• Training end users and admins in the use of Dynamics 365 Customer Service and Microsoft Contact Center.
• Environment setup, configuration and Application Lifecycle Management.
• Supporting, leading and coaching junior project team members fostering a culture of wellbeing, inclusion and balanced workload levels.
• Prioritise and assign tasks, optimising resource use to contribute to project success.
• Build relationships with stakeholders across disciplines and manage dependencies between disciplines.
• Other tasks as reasonably requested.

Required Skills

• End-to-end implementation with D365 Customer Service and Microsoft Contact Center, including Case Management, SLAs, Entitlements, Knowledge Management, CCaaS Dashboards, Agents and Omnichannel (Voice).
• Deep understanding of Omnichannel for Customer Service — digital messaging, chat, email, WhatsApp, social, secure messaging.
• Expertise in Unified Routing, workstreams, assignment rules, queues and escalation models.
• Strong hands-on experience with Customer Service Voice.
• Designing and configuring IVRs and call flows, ACD routing, voice channels, recordings, compliance and analytics, real-time conversation intelligence.
• Understanding key call-centre fundamentals: SLAs, deflection, workforce efficiency, call disposition, escalation structures.
• Experience configuring Agent Assist, Copilot for Customer Service, summarisation, links, real-time transcription & sentiment.
• Experience in designing or supporting self-service automation, including chatbots & IVR bots.
• Familiarity with Microsoft built-in AI Agents within Customer Service & CCaaS (existing and those in preview).
• Experience using real-time analytics dashboards (OC insights, Voice dashboards, Supervisor tools).
• Experience across the wider Dynamics ecosystem (Sales, Customer Insights, etc.) is a definite bonus.
• Be a trusted advisor by challenging creatively to drive better solutions and outcomes.
• Share knowledge with wider teams acknowledging collaboration.
• Leading a team of functional consultants and mentoring junior members.
• Driving solution design with a configuration-first mindset, escalating to customization only when required.
• End-to-end ownership: workshops, requirements, functional designs, configuration, testing oversight, data migration guidance, integrations and cutover.
• Strong knowledge of Power Platform components, especially where they enhance Customer Service (Power Automate, Power Apps, Dataverse).
• Knowledge of when to recommend ProCode vs Low-Code solutions.
• Microsoft certifications (Customer Service, Omnichannel, Contact Center, Power Platform, Azure comms desirable).
• Understanding of Microsoft licensing across Customer Service, Digital Messaging, Voice and Power Platform.

Desirable Skills

• Lead by example through sharing from previous experiences and providing implementation plans that mitigate risks to deliver a positive outcome.
• Remain calm and professional in fast-paced environments and feel comfortable calling out concerns and seeking advice when needed.
• Embrace personal growth through learning, achievement and satisfaction.
• Be approachable to provide help, guidance and actively support junior colleagues, managing workload and ensuring quality.
• Embrace a culture of knowledge sharing and continuous improvement.

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