Functional Consultant
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Dynamics 365 Functional Analyst (Contact Centre)
Overview
We are currently looking for an experienced Dynamics 365 Functional Analyst to support a major customer service transformation programme for a leading organisation based in Brussels.
The ideal candidate will have strong experience working with Microsoft Dynamics 365 Customer Service, preferably within a Contact Centre environment, and will be comfortable translating business requirements into scalable functional solutions.
Key Responsibilities
- Gather, analyse, and document business requirements from key stakeholders.
- Translate business needs into functional specifications and Dynamics 365 solutions.
- Act as the link between business users, technical teams, and third-party vendors.
- Support the configuration and optimisation of Dynamics 365 Customer Service.
- Participate in workshops, user story creation, backlog refinement, and sprint planning activities.
- Ensure solutions align with business objectives and customer service processes.
- Support integration initiatives between Dynamics 365 and other enterprise applications.
- Work within Agile/Scrum delivery teams to ensure successful project outcomes.
- Facilitate stakeholder meetings and provide regular project updates.
Required Experience
- Proven experience as a Functional Analyst working with Microsoft Dynamics 365.
- Strong knowledge of Dynamics 365 Customer Service.
- Experience working within a Contact Centre or Customer Service environment.
- Good understanding of Dynamics 365 configuration and integration capabilities.
- Experience translating business requirements into functional solutions.
- Previous experience working in Agile/Scrum environments.
- Excellent stakeholder management and communication skills.
- Strong workshop facilitation and requirements-gathering experience.
- Experience with Dynamics 365 Contact Center.
- Knowledge of Omnichannel for Customer Service.
- Experience with Power Platform, including:
- Power Apps
- Power Automate
- Understanding of Azure integrations.
- Experience working on large-scale customer service transformation programmes.
- Experience within enterprise or public-sector environments is advantageous.
Candidate Profile
- Strong communicator capable of engaging both technical and business stakeholders.
- Analytical mindset with strong problem-solving capabilities.
- Able to operate independently and manage multiple priorities.
- Customer-focused with a passion for delivering business value through technology.
- Duration: 12 Months+ Extension Potential
- Start: ASAP
- Rate: Competitive Day Rate
This is an excellent opportunity to join a high-profile transformation programme and play a key role in the evolution of a large-scale Dynamics 365 Customer Service platform.
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