CE Lead Consultant

Job description

KPMG's Microsoft Business Solutions practice is one of the most experienced and fastest growing Microsoft transformation teams in the UK. We partner with organisations to modernise their customer engagement, combining Dynamics 365, Power Platform, Microsoft Cloud, and innovative AI solutions like Copilot.

Our work spans modern contact centres, intelligent customer and colleague experiences, low code innovation and data driven automation. We value clarity, curiosity and doing work we are genuinely.

As a Lead Functional Consultant at Manager level within KPMG, you will play a central role in shaping and delivering Dynamics 365 Customer Engagement and Power Platform solutions. You will bring structure to client conversations, help teams stay focused on what really matters, and guide projects so that the final solution is both practical and grounded in real business need.

You will lead functional delivery across one or more work streams, working closely with clients to understand how they operate today and where they want to get to. You will make the best use of what Microsoft already provides, keeping customisation sensible and helping clients adopt modern capability including Copilot and conversational AI. You will work with technical colleagues to ensure the overall solution is coherent and follows good practice.

This is a hands on leadership role. You will actively shape business processes, configure Dynamics 365 where needed, support user adoption and help less experienced consultants grow. You will also engage in early shaping, supporting proposals, demos and early design work.

• Run Client Workshops :
  Ask the right questions, help clients make decisions and bring clarity to complex discussions. Keep conversations grounded in real business need rather than lengthy theoretical debate.
• Guide and support the delivery teams:
  Provide day to day direction to functional consultants and analysts across onshore, nearshore and offshore teams. Keep the solution aligned to the agreed design throughout testing, data work and cutover.
• Deliver hands on configuration:
  Configure Dynamics 365 CE components such as tables, forms, views, business process flows and security roles. Work with technical colleagues when extensions, integrations or more advanced capability is required.
• Support the use of AI and modern features:
  Help clients understand where Microsoft Copilot, Copilot Studio and conversational AI can offer value. Shape early thinking and support proof of concepts where needed.
• Champion quality:
  Keep documentation meaningful and consistent. Help shape user acceptance testing, identify risks early and make sure decisions are clearly recorded.
• Documentation and Knowledge Transfer:
  Create clear, well structured documentation, process maps and training materials that help clients understand their solution and enable a smooth handover to support teams.
• Help our people grow:
  Coach members of the team, share what you learn and contribute to reusable assets and accelerators.
• Build trusted relationships:
  Be the functional voice clients rely on. Communicate clearly, keep things simple, and offer honest, practical advice.
• Support presales and shaping :
  Contribute to proposals, demos and early design conversations. Help set the direction for client engagements from the outset.

• A track record leading functional delivery on CRM projects, ideally across Sales, Customer Service or Field Service. Experience shaping end to end processes and understanding how data, automation and customer journeys fit together.
• Able to turn complex business requirements into clear, practical designs that minimise customisation and follow Microsoft good practice.
• Solid experience with Power Apps, Power Automate and an understanding of how they sit alongside Dynamics 365. Awareness of Power BI and Azure services is useful.
• Comfortable guiding functional teams, shaping day to day decision making and keeping delivery on track. Calm, practical and confident working with senior stakeholders.
• Experience across delivery, client engagement and presales, ideally in a consulting environment.
• Comfortable working in agile or more structured delivery methods, from early discovery through to deployment.
• You're adaptable in fast moving environments, able to manage competing priorities and maintain high standards of accuracy and quality in your work.
• Relevant Microsoft certifications or a clear plan to achieve them.

• Experience with Microsoft Copilot, Copilot Studio and emerging AI capability in Dynamics 365.
• Knowledge of CCaaS , Omnichannel and broader customer experience tools.
• Ability to support the design of clear, insightful Power BI dashboards.
• Familiarity with industry accelerators and new Dynamics 365 releases.
• Additional certifications across Power Platform, Azure, ITIL or change management.

• Shape meaningful, modern programmes :
  Work with clients who genuinely…