D365 Functional Consultant (Customer Service / Contact Centre)

Location: UK – must be eligible for Security Clearance

Remote working: Hybrid – customer location (Lincolnshire)

Type: Full-time

Role

We are seeking an experienced Microsoft Dynamics 365 Functional Consultant to join our growing consultancy team. This role focuses on Customer Service and Contact Centre solutions, supporting a diverse portfolio of clients — including public sector and local council organisations.

As a trusted advisor, you will lead client engagements, drive solution design, and ensure successful configuration and implementation of Dynamics 365 Customer Service in line with best practices and out-of-the-box functionality.

Key responsibilities

• Work closely with stakeholders, product owners, business analysts, and development teams to define business requirements and translate them into effective D365 Customer Service solutions.
• Participate and lead in design workshops, gathering requirements to define the business solution and promote out-of-the-box use of D365 capabilities.
• Configure and customise D365 Customer Service applications to meet business needs.
• Create and maintain functional design documentation, process flows, and configuration specifications.
• Support delivery including testing, training, and deployment.
• Advise customers and teams on D365 best practices for out-of-the-box implementations
• Stay current with the latest D365 releases and Microsoft Power Platform updates to continuously enhance solutions.

• 3–7 years of experience as a D365 Functional Consultant, ideally within a consultancy environment.
• Strong functional knowledge of Dynamics 365 Customer Service, including Omnichannel / Contact Centre capabilities.
• Proven experience delivering projects across multiple customers, ideally within public sector or council environments.
• Hands-on configuration experience in Dynamics 365, including workflows, forms, views, and business process flows.
• Solid understanding of Power Platform components (Power Automate, Power Apps, Dataverse).
• Ability to facilitate workshops, gather requirements, and translate business needs into technical solutions.
• Excellent communication and stakeholder management skills at all organisational levels.
• Experience working with Agile delivery teams is highly desirable.
• Relevant Microsoft certifications (MB-910, MB-230) are advantageous.

Personal Attributes

• Consultative and proactive problem solver.
• Strong analytical mindset with attention to detail.
• Comfortable working independently and collaboratively within cross-functional teams.
• Adaptable and confident engaging with diverse clients and industries.

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their well-being, professional growth, and financial stability. 

One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology. 

We prioritise the health and safety of our employees, providing private medical and life insurance coverage, as well as free eye tests and contributions towards glasses. Our team members can also stay ahead of the curve with incentivized certifications and accreditations, including AWS, Microsoft, Oracle, and Red Hat. 

Our employee-designed Profit Share scheme divides a portion of our company's profits each quarter amongst employees. We are dedicated to helping our employees reach their full potential, offering Pathways Career Development Quarterly, a programme designed to support professional growth.