What are the responsibilities and job description for the Dynamics 365 Customer Engagement (D365 CE) Functional Consultant position at CapB InfoteK LLC?
Job Details
For one of our ongoing project, we are looking for a Dynamics 365 Customer Engagement Functional Consultant to lead end-to-end solution design, configuration, and rollout of D365 CE workloads (Customer Service, Sales, Field Service, and Contact Center/CCaaS). You ll work closely with business stakeholders to translate customer service and engagement processes into scalable, AI-enabled solutions using Dynamics 365, Power Platform, and Copilot.
Key Responsibilities
- Lead discovery workshops with business and IT stakeholders to understand current processes, pain points, and objectives across customer service/contact center and sales.
- Translate requirements into functional designs, user stories, and configuration for Dynamics 365 Customer Engagement (Customer Service)
- Design and configure case management, queues and routing, SLAs, entitlements, knowledge management, omnichannel channels, and contact center workflows.
- Shape and validate use cases for Copilot (within Dynamics 365 and Copilot Studio), including assisted replies, summarization, and AI-driven insights.
- Work with technical consultants to design integrations, data migration, and extensions (plugins, custom connectors, Power Automate flows).
- Configure and test Omnichannel for Customer Service / Contact Center capabilities (voice, chat, SMS, social, bots, routing).
- Define and document business process flows, security roles, and data models aligned to best practices.
- Create functional specifications, test cases, UAT scripts, and training materials; support UAT and user adoption activities.
- Support deployment planning, cutover, and post-go-live stabilization.
- Advise customers on roadmap, best practices, and phased adoption of D365 CE, Power Platform, and AI capabilities.
Required Qualifications
- 5 years of experience as a Functional Consultant/Business Analyst working with Dynamics 365 Customer Engagement (or legacy CRM).
- Hands-on experience configuring D365 Customer Service and/or Omnichannel for Customer Service (or comparable cloud contact center).
- Strong understanding of customer service, contact center, or customer engagement processes (case lifecycle, routing, SLAs, knowledge, escalation paths).
- Experience writing user stories, acceptance criteria, and functional design documents.
- Practical exposure to Power Platform (Power Apps, Power Automate) for low-code extension of D365.
- Familiarity with Copilot and generative AI scenarios in Dynamics 365 (e.g., email suggestions, summarization, knowledge search).
- Excellent communication skills with ability to facilitate workshops and present to business stakeholders.
Preferred Qualifications
- Experience with Dynamics 365 Customer Service Contact Center / CCaaS or other CCaaS platforms (e.g., Five9, NICE, Genesys, Amazon Connect).
- Exposure to Copilot Studio / Power Virtual Agents (designing conversational bots, integrating with D365 and knowledge sources).
- Experience in regulated or public sector environments is a plus.
- Relevant Microsoft certifications (e.g., MB-210, MB-230, PL-200, PL-400).
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