D365 Functional Consultant

Role: Dynamics 365 Functional Consultant – Customer Service Location: Newcastle, UK (Hybrid) Contract Type: 6-month Contract Rate: £510–£550/day (Inside IR35) About the Role: We are seeking a skilled Dynamics 365 Functional Consultant to join a leading UK-based organisation on a 6-month contract. You will work closely with business stakeholders to understand customer service operations, translate requirements into functional Dynamics 365 solutions, and build proof-of-concepts to validate designs. Key Responsibilities: * Lead discovery workshops and translate business needs into functional designs * Analyse CRM processes, identify pain points, and recommend improvements * Configure Dynamics 365 Customer Service, including case management, SLAs, queues, and routing * Build functional Proof of Concepts and demos to validate solutions * Collaborate with solution architects and developers to ensure aligned delivery * Configure Power Platform components, including Power Apps and Power Automate * Support UAT, defect triage, and end-user enablement * Produce functional documentation and act as a trusted advisor to stakeholders Essential Skills & Experience: * Hands-on experience with Dynamics 365 Customer Service * Configuring case lifecycle, SLAs, queues, knowledge management, and reporting * Experience building functional demos and POCs * Solid understanding of customer service processes and contact centre operations * Hands-on experience with Power Apps and Power Automate * Strong communication and customer-facing skills Desirable Skills: * Exposure to Omnichannel for Customer Service or digital engagement channels * Experience in enterprise or public sector implementations Diversity & Inclusion: This client is committed to accessibility, diversity, and inclusion. Applicants with disabilities or long-term conditions are encouraged to apply. Adjustments to the recruitment process are available upon request