Functional Consultant - Dynamics 365

Dynamics 365 Functional Analyst (Contact Centre)

Overview

We are currently looking for an experienced Dynamics 365 Functional Analyst to support a major customer service transformation programme for a leading organisation based in Brussels.

The ideal candidate will have strong experience working with Microsoft Dynamics 365 Customer Service , preferably within a Contact Centre environment , and will be comfortable translating business requirements into scalable functional solutions.

Key Responsibilities

• Gather, analyse, and document business requirements from key stakeholders.
• Translate business needs into functional specifications and Dynamics 365 solutions.
• Act as the link between business users, technical teams, and third-party vendors.
• Support the configuration and optimisation of Dynamics 365 Customer Service.
• Participate in workshops, user story creation, backlog refinement, and sprint planning activities.
• Ensure solutions align with business objectives and customer service processes.
• Support integration initiatives between Dynamics 365 and other enterprise applications.
• Work within Agile/Scrum delivery teams to ensure successful project outcomes.
• Facilitate stakeholder meetings and provide regular project updates.

Required Experience

• Proven experience as a Functional Analyst working with Microsoft Dynamics 365 .
• Strong knowledge of Dynamics 365 Customer Service .
• Experience working within a Contact Centre or Customer Service environment .
• Good understanding of Dynamics 365 configuration and integration capabilities.
• Experience translating business requirements into functional solutions.
• Previous experience working in Agile/Scrum environments.
• Excellent stakeholder management and communication skills.
• Strong workshop facilitation and requirements-gathering experience.
• Experience with Dynamics 365 Contact Center .
• Knowledge of Omnichannel for Customer Service .
• Experience with Power Platform , including:
• Power Apps
• Power Automate
• Understanding of Azure integrations .
• Experience working on large-scale customer service transformation programmes.
• Experience within enterprise or public-sector environments is advantageous.

Candidate Profile

• Strong communicator capable of engaging both technical and business stakeholders.
• Analytical mindset with strong problem-solving capabilities.
• Able to operate independently and manage multiple priorities.
• Customer-focused with a passion for delivering business value through technology.
• Duration: 12 Months+ Extension Potential
• Start: ASAP
• Rate: Competitive Day Rate

This is an excellent opportunity to join a high-profile transformation programme and play a key role in the evolution of a large-scale Dynamics 365 Customer Service platform.

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