15+ Year Exp - Dynamics 365 Customer Engagement Functional Consultant [Remote]

Title: 15+ Year Exp - Dynamics 365 Customer Engagement Functional Consultant [Remote] Location: Hybrid Mostly Remote with 1 week per month onsite in Harrisburg, PA Employment Type: 6 Month Contract About the Role We’re looking for a Dynamics 365 Customer Engagement Functional Consultant to lead end-to-end solution design, configuration, and rollout of D365 CE workloads (Customer Service, Sales, Field Service, and Contact Center/CCaaS). You’ll work closely with business stakeholders to translate customer service and engagement processes into scalable, AI-enabled solutions using Dynamics 365, Power Platform, and Copilot. Key Responsibilities • Lead discovery workshops with business and IT stakeholders to understand current processes, pain points, and objectives across customer service/contact center and sales. • Translate requirements into functional designs, user stories, and configuration for Dynamics 365 Customer Engagement (Customer Service) • Design and configure case management, queues and routing, SLAs, entitlements, knowledge management, omnichannel channels, and contact center workflows. • Shape and validate use cases for Copilot (within Dynamics 365 and Copilot Studio), including assisted replies, summarization, and AI-driven insights. • Work with technical consultants to design integrations, data migration, and extensions (plugins, custom connectors, Power Automate flows). • Configure and test Omnichannel for Customer Service / Contact Center capabilities (voice, chat, SMS, social, bots, routing). • Define and document business process flows, security roles, and data models aligned to best practices. • Create functional specifications, test cases, UAT scripts, and training materials; support UAT and user adoption activities. • Support deployment planning, cutover, and post-go-live stabilization. • Advise customers on roadmap, best practices, and phased adoption of D365 CE, Power Platform, and AI capabilities. Required Qualifications • 5+ years of experience as a Functional Consultant/Business Analyst working with Dynamics 365 Customer Engagement (or legacy CRM). • Hands-on experience configuring D365 Customer Service and/or Omnichannel for Customer Service (or comparable cloud contact center). • Strong understanding of customer service, contact center, or customer engagement processes (case lifecycle, routing, SLAs, knowledge, escalation paths). • Experience writing user stories, acceptance criteria, and functional design documents. • Practical exposure to Power Platform (Power Apps, Power Automate) for low-code extension of D365. • Familiarity with Copilot and generative AI scenarios in Dynamics 365 (e.g., email suggestions, summarization, knowledge search). • Excellent communication skills with ability to facilitate workshops and present to business stakeholders. • Preferred Qualifications • Experience with Dynamics 365 Customer Service Contact Center / CCaaS or other CCaaS platforms (e.g., Five9, NICE, Genesys, Amazon Connect). • Exposure to Copilot Studio / Power Virtual Agents (designing conversational bots, integrating with D365 and knowledge sources). • Experience in regulated or public sector environments is a plus. • Relevant Microsoft certifications (e.g., MB-210, MB-230, PL-200, PL-400). 📩 Please send your resumes to parames.baskar@arkisol.com. Let’s connect and make great things happen together! 🚀