Location: Newcastle, UK (Hybrid)
Contract Type: 6-month Contract
Rate: £510–£550/day (Inside IR35)
About the Role:
We are seeking a skilled Dynamics 365 Functional Consultant to join a leading UK-based organisation on a 6-month contract. You will work closely with business stakeholders to understand customer service operations, translate requirements into functional Dynamics 365 solutions, and build proof-of-concepts to validate designs.
Key Responsibilities:
* Lead discovery workshops and translate business needs into functional designs
* Analyse CRM processes, identify pain points, and recommend improvements
* Configure Dynamics 365 Customer Service, including case management, SLAs, queues, and routing
* Build functional Proof of Concepts and demos to validate solutions
* Collaborate with solution architects and developers to ensure aligned delivery
* Configure Power Platform components, including Power Apps and Power Automate
* Support UAT, defect triage, and end-user enablement
* Produce functional documentation and act as a trusted advisor to stakeholders
Essential Skills & Experience:
* Hands-on experience with Dynamics 365 Customer Service
* Configuring case lifecycle, SLAs, queues, knowledge management, and reporting
* Experience building functional demos and POCs
* Solid understanding of customer service processes and contact centre operations
* Hands-on experience with Power Apps and Power Automate
* Strong communication and customer-facing skills
Desirable Skills:
* Exposure to Omnichannel for Customer Service or digital engagement channels
* Experience in enterprise or public sector implementations
Diversity & Inclusion:
This client is committed to accessibility, diversity, and inclusion. Applicants with disabilities or long-term conditions are encouraged to apply. Adjustments to the recruitment process are available upon request
Salary description
£510.00 - £550.00 per day