Dynamics 365 Technical Consultant – AI & CCaaS

Requirements

Must have:

– 5+ years of experience as a Functional Consultant or Business Analyst with Dynamics 365 Customer Engagement or legacy CRM systems. – Practical knowledge in configuring D365 Customer Service and/or Omnichannel for Customer Service or comparable cloud contact center solutions. – Strong grasp of customer service, contact center, or engagement processes including case lifecycle, routing, SLAs, and escalation paths. – Proficiency in writing user stories, acceptance criteria, and functional design documentation. – Hands-on experience with Power Platform (Power Apps, Power Automate) for low-code enhancement of D365. – Familiarity with Copilot and generative AI scenarios within Dynamics 365, such as email suggestions and knowledge search. – Excellent verbal and written communication skills, capable of leading workshops and presenting to business stakeholders. – Preferred: Experience working with Dynamics 365 Customer Service Contact Center or other CCaaS platforms like Five9, NICE, Genesys. – Preferred: Knowledge of Copilot Studio / Power Virtual Agents for creating conversational bots. – Preferred: Background in regulated or public sector environments. – Preferred: Relevant Microsoft certifications such as MB-210, MB-230, PL-200, PL-400.

Responsibilities:

• Facilitate discovery sessions with business and IT stakeholders to identify current operations, challenges, and goals related to customer service and sales. – Convert requirements into functional designs, user stories, and necessary configurations for Dynamics 365 Customer Engagement. – Develop and set up case management features, queues and routing, SLAs, entitlements, knowledge management, omnichannel communication, and contact center workflows. – Define and validate use cases for Copilot, including features like assisted replies and AI-driven insights. – Collaborate with technical consultants to design integrations, manage data migration, and develop extensions such as plugins and custom connectors. – Set up and test Omnichannel capabilities for customer service including voice, chat, SMS, social media, and bots. – Document business process workflows, security roles, and data models in alignment with best practices. – Create specifications, test plans, UAT scripts, and training documentation; assist with UAT and strategies for user adoption. – Aid in deployment planning, transition activities, and post-launch stabilization. – Guide clients on best practices, roadmaps, and phased adoption strategies for D365 CE, Power Platform, and AI features.

• ---

Company:

We are currently hiring for two positions: a Dynamics 365 Customer Engagement Functional Consultant and a Dynamics 365 Technical Consultant. Both roles are primarily remote with one week per month required onsite in Harrisburg, PA. We offer a competitive six-month contract and an opportunity to work closely with business stakeholders to create scalable, AI-enabled solutions. Join our dedicated team and make a meaningful impact in leveraging Dynamics 365 and Power Platform to enhance customer service solutions.