Dynamics 365 Customer Engagement Functional Consultant W2 Only

Title: Dynamics 365 Customer Engagement (D365 CE) Functional Consultant
Location: Hybrid mostly Remote with 1 week per month onsite in HarrisburgPA

Were 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). Youll 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).
• One or more Relevant Microsoft certifications (e.g. MB-210 MB-230 PL-200 PL-400).
• 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