Vaiticka Solution · 4 days ago
Dynamics 365 Functional Consultant
United States
Contract
Remote
Senior Level, Lead/Staff
$75/hr - $75/hr
8+ years expVaiticka Solution is seeking a Dynamics 365 Customer Engagement Functional Consultant to lead the design, configuration, and rollout of D365 CE workloads. The role involves collaborating with stakeholders to translate customer service processes into scalable, AI-enabled solutions using Dynamics 365 and Power Platform.
Information Technology & Services
Hiring Manager
Rekha Panwar
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, Omni channel 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 Omni channel 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
Qualification
Required
8+ 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 Omni channel 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)
Hands on Supply Chain management and Finance operations
Excellent communication skills with ability to facilitate workshops and present to business stakeholders
Preferred
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)
Company
Vaiticka Solution
Our brand’s primary goal is to offer the necessary recruitment solutions to our corporate clients.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase