Overview
We are seeking a Functional Developer specializing in Dynamics 365 to join a local authority. This role will focus on the configuration, deployment, and ongoing support of Dynamics 365 Customer Service and Contact Centre solutions, collaborating closely with business stakeholders to enhance customer service and telephony capabilities. The position is mainly remote, with occasional meetings required at the office in Lincoln.
Responsibilities
- Configure and support Dynamics 365 Customer Service and Contact Centre solutions.
- Develop functional CRM and contact centre capabilities, including case management and routing.
- Integrate telephony solutions using technologies such as Teams Phone and Azure Communication Services.
- Utilize Dataverse, Power Automate, and Power BI for data management and automation.
- Assist in solution deployments, testing, and release management.
- Troubleshoot issues across CRM and contact centre services with stakeholders.
- Maintain documentation of configurations and processes.
- Ensure solutions meet security, governance, and data protection standards.
Requirements
- Proven experience in configuring and supporting Dynamics 365 Customer Service and Contact Centre.
- Ability to interpret business requirements and translate them into functional solutions.
- Familiarity with case management, queues, SLAs, and digital customer channels.
- Experience with telephony integrations, including Teams Phone and SIP-based solutions.
- Proficiency in Power Platform technologies, such as Dataverse and Power Automate.
- Experience in deployment support, testing, and release management.
- Strong troubleshooting and stakeholder engagement skills.
- Understanding of security and data protection requirements.