Functional Consultant

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Arrondissement of BrusselsCapital, Brussels, Belgique La Fosse Temps plein

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pDynamics 365 Functional Analyst (Contact Centre) /p h3Overview /h3 pWe are currently looking for an experienced bDynamics 365 Functional Analyst /b to support a major customer service transformation programme for a leading organisation based in Brussels. /p pThe ideal candidate will have strong experience working with bMicrosoft Dynamics 365 Customer Service /b, preferably within a bContact Centre environment /b, and will be comfortable translating business requirements into scalable functional solutions. /p h3Key Responsibilities /h3 ul liGather, analyse, and document business requirements from key stakeholders. /li liTranslate business needs into functional specifications and Dynamics 365 solutions. /li liAct as the link between business users, technical teams, and third-party vendors. /li liSupport the configuration and optimisation of Dynamics 365 Customer Service. /li liParticipate in workshops, user story creation, backlog refinement, and sprint planning activities. /li liEnsure solutions align with business objectives and customer service processes. /li liSupport integration initiatives between Dynamics 365 and other enterprise applications. /li liWork within Agile/Scrum delivery teams to ensure successful project outcomes. /li liFacilitate stakeholder meetings and provide regular project updates. /li /ul h3Required Experience /h3 ul liProven experience as a bFunctional Analyst /b working with bMicrosoft Dynamics 365 /b. /li liStrong knowledge of bDynamics 365 Customer Service /b. /li liExperience working within a bContact Centre or Customer Service environment /b. /li liGood understanding of Dynamics 365 configuration and integration capabilities. /li liExperience translating business requirements into functional solutions. /li liPrevious experience working in Agile/Scrum environments. /li liExcellent stakeholder management and communication skills. /li liStrong workshop facilitation and requirements-gathering experience. /li liExperience with bDynamics 365 Contact Center /b. /li liKnowledge of bOmnichannel for Customer Service /b. /li liExperience with bPower Platform /b, including: /li liPower Apps /li liPower Automate /li liUnderstanding of bAzure integrations /b. /li liExperience working on large-scale customer service transformation programmes. /li liExperience within enterprise or public-sector environments is advantageous. /li /ul h3Candidate Profile /h3 ul liStrong communicator capable of engaging both technical and business stakeholders. /li liAnalytical mindset with strong problem-solving capabilities. /li liAble to operate independently and manage multiple priorities. /li liCustomer-focused with a passion for delivering business value through technology. /li libDuration: /b 12 Months+ Extension Potential /li libStart: /b ASAP /li libRate: /b Competitive Day Rate /li /ul pThis 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. /p

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