Functional Consultant

Functional Consultant

Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.

Business Discovery Functional Design

Lead requirements discovery workshops with business operations and contact center stakeholders

Define to be service processes across voice chat digital messaging and case management

Translate business needs into functional requirements user stories and acceptance criteria

Facilitate stakeholder reviews approvals and functional signoff

Configure and design Dynamics 365 Contact Center Customer Service features including

Omnichannel routing and queues

Case management SLAs entitlements and knowledge

Agent desktop and productivity experiences

Supervisor monitoring and insights

Support Copilot and AI assisted service scenarios agent assist summaries knowledge suggestions

Design self service experiences using virtual agents and digital channels

Work with architects to define functional integration requirements with upstream and downstream systems

Support data migration activities including data mapping validation and reconciliation

Participate in defining customer 360 and case data models in Dataverse

Author and manage product backlog and user stories

Participate in sprint planning backlog grooming reviews and demos

Conduct functional testing SIT and UAT support

Validate delivered functionality against business requirements and KPIs

Support end user training demos and knowledge transfer

Create functional documentation process flows and user guides

Educate stakeholders on new Dynamics 365 Contact Center capabilities and releases

8 to 12 years of experience in Microsoft Dynamics 365 CE CRM

Hands on functional experience with Customer Service and or Contact Center implementations with VR bots CTI telephony and Teams Phone integration

Experience in Financial Services or regulated industries preferred

Dynamics 365 Customer Service Omnichannel Dataverse

Power Platform Power Apps Power Automate Copilot Studio Virtual Agents

Strong understanding of contact center operations and metrics

Experience with requirement gathering fit gap analysis and process modeling

Exposure to integrations REST APIs middleware from a functional perspective

Strong stakeholder communication and workshop facilitation skills

Experience working in Agile Scrum delivery models

Ability to collaborate closely with solution architects developers and testers

Excellent documentation and storytelling skills

Experience with Copilot enabled service or AI assisted CX

Knowledge of Workforce Management concepts forecasting scheduling QA

Microsoft certifications MB230 PL200 or equivalent

Note This is raised for Contact Center project under Policy pro Project

The base compensation range for this role in the posted location is 100000 - 130000

Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law.

The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction.

These may include, but are not limited to:
Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity.

It is not…