Overview
We are seeking a Functional Developer specializing in Dynamics 365 to support a local authority primarily through remote work, with occasional attendance required in Lincoln for meetings. The successful candidate will focus on the configuration, deployment, and ongoing support of Dynamics 365 Customer Service and Contact Centre solutions, ensuring that business requirements are effectively translated into functional implementations. This role involves collaborating closely with technical teams and stakeholders to deliver enhanced customer service capabilities.
Responsibilities
- Configure and support Dynamics 365 Customer Service and Contact Centre solutions based on business needs.
- Develop functional CRM capabilities including case management, queues, and routing.
- Implement telephony integrations with Teams Phone, Direct Routing, ACS, and other SIP-based solutions.
- Utilize Dataverse, Power Automate, and Power BI for data management and automation tasks.
- Support solution deployments, including testing, release management, and environment promotions.
- Troubleshoot issues with CRM and contact centre services, working alongside technical teams.
- Maintain comprehensive documentation of configurations and processes.
- Ensure compliance with security, governance, and data protection standards.
Requirements
- Proven experience configuring and supporting Dynamics 365 Customer Service and Contact Centre solutions.
- Ability to translate business requirements into functional technical solutions.
- Knowledge of case management, routing, SLAs, and various customer channels.
- Experience with telephony integrations including Teams Phone and SIP-based solutions.
- Familiarity with 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 governance regulations related to data protection.