D365 CE Functional Consultant

Salary: £? - ? per year

• Strong functional consulting experience across Dynamics 365 CE, particularly Customer Service, Sales and Customer Journeys.
• Good understanding of case management, SLAs, entitlements, queues, routing and knowledge base functionality.
• Experience supporting lead-to-opportunity processes and wider CRM sales workflows.
• Ability to translate business needs into clear functional specifications and test scenarios.
• Experience working with stakeholders, technical teams and delivery leads.
• Functional awareness of plugins, cloud flows, APIs, integrations, reporting and CRM security.
• Experience supporting UAT, release readiness and production transition.
• Exposure to Azure Functions, middleware or wider integration landscapes.
• Experience with Splunk or TIBCO Active Matrix Business Works Plug-in.
• Previous experience within insurance, financial services or another regulated industry

• Lead requirements workshops across Customer Journeys, Customer Service and Sales.
• Work closely with business stakeholders to understand current processes and define practical D365 CE improvements.
• Document functional requirements, process flows, gaps, enhancements and solution approaches.
• Support solution design by validating customisations, integrations, reporting needs and security roles.
• Coordinate with technical teams through design, deployment, testing and issue resolution.
• Support UAT, regression testing, release readiness and go-live activities.
• Help ensure CRM changes align with incident, change and release management processes.

• Azure
• Cloud
• CRM
• Support
• Security
• Splunk
• TIBCO
• Office 365
• Dev Ops

We are supporting a leading insurance organisation with the search for an experienced Dynamics 365 Customer Engagement Functional Consultant to join us on an initial 12-month contract. This is a high-impact role based in Macclesfield with a hybrid working pattern of 2–3 days onsite per week. We are looking for someone who can bridge business and technology, lead stakeholder conversations, and help shape how D365 CE supports customer journeys, sales and service operations.

last updated 27 week of 2026