D365 CE Functional Consultant

Location & working pattern: Primarily Manchester, with 3 days onsite per week

Experience: Senior Dynamics 365 CE / CRM Functional Consulting

We are seeking a Dynamics 365 Customer Engagement (CE) Functional Consultant with strong experience across Customer Journeys, Sales, and Customer Service
. The consultant will work with business stakeholders to understand processes, define requirements, support solution design, and ensure smooth transition and operations of the CRM platform.

• Support existing applications (Customer Service, Sales, and primarily Marketing)
• Act as a Business Analyst + Functional Consultant hybrid
• Provide solutioning input and contribute to technical discussions
• Support plans to expand development capabilities/footprint

• Lead requirement gathering workshops for Customer Journeys, Customer Service (Case Management, SLAs, Queues, Knowledge Base) and Sales (Lead–Opportunity lifecycle).
• Analyse existing CRM processes and document functional gaps, enhancements, and solution approaches.
• Support knowledge transition, environment walkthroughs, and stakeholder onboarding.
• Review and validate high-level customizations, integrations, reporting needs, and security roles.
• Coordinate with technical teams for solution design, deployment, and issue resolution.
• Support UAT, regression testing, and release readiness activities.
• Ensure alignment with incident, change, and release management processes.
• Work closely with business users to provide functional support and process improvements.

• Strong functional knowledge of D365 CE – Customer Service, Sales &
  Customer Journeys modules.
• Understanding of Plugin, Cloud flow, API.

• Lead, Opportunity, and basic Sales processes
• Customer Journeys
• Knowledge Base articles
• Ability to document business processes, requirements, and functional specifications.
• Ability to validate customizations, workflows, integrations, and reports at a functional level.
• Experience with test scenarios, UAT support, and go‑live readiness.
• Good understanding of CRM security roles, audit controls, and compliance.

• Exposure to Azure Function, integrations, and middleware.
• Experience with Splunk and TIBCO Active Matrix Business Works™ Plug-in.

If you wish to apply kindly send your profile to chri