Functional Consultant - D365 CE CCaaS

Lead Functional Consultant –Microsoft Contact Center(with

Dynamics Customer Service )

Where the jobisbased :
Hybrid (home-based, working with Kerv Digital office/customer site visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ

Who we are:

Dive into a world where technology meets innovation. At Kerv Digital, we're not just another tech company. We’re the problem solvers, the magicians who transform complex challenges into seamless digital experiences. Utilising a powerful blend of Power Platform, Dev Sec Ops , Data experiences, and Software Engineering, we create business solutions that truly resonate with our clients driving extreme value!

With our roots planted in Birmingham and branches spreading across the globe from London to Bangalore, we're a proud member of the Kerv Group - a dynamic £112m revenue technology consultancy leader with a dedicated team of over 700 professionals, partnering with 800+ sector leaders.

People come first always we are incredibly proud of our unparalleled work culture. Not just words on paper, we wear our "Great Place to Work" certifications from the UK and India like badges of honour. Dive into an ocean of opportunities in an atmosphere that celebrates collaboration. Sharpen your prowess with a global multi-discipline team and be guided by the industry's most forward-thinking architects.

The candidate will demonstrate deep functional and technical expertise in Microsoft Dynamics
365

Customer Service, Omnichannel andMicrosoft

CCaaS capabilities (Customer Service Voice) and related technologies.

We’re looking for people who can lead delivery, shape design, and mentor others.

Required Skills:

• End-to-end implementation with D365 Customer Service and Microsoft Contact Center, including Case Management, SLA’s,Entitlements, Knowledge Management, CCaaS Dashboards, Agents and Omnichannel (Voice)
• Deep understanding of Omnichannel for Customer Service — digital messaging, chat, email, Whats App, social, secure messaging.
• Expertise in Unified Routing, work streams, assignment rules, queues and escalation models.
• Strong hands-on experience with Customer Service Voice.
• Designing and configuring:
• IVRs and call flows
• ACD routing
• Voice channels
• Recordings, compliance and analytics
• Understanding key call‑centre fundamentals: SLAs, deflection, workforce efficiency, call disposition, escalation structures.
• Understanding key call‑centre fundamentals: SLAs, deflection, workforce efficiency, call disposition, escalation structures.
• Experience configuring Agent Assist, Copilot for Customer Service, summarisation, links, real‑time transcription & sentiment.
• Experience in designing or supporting self‑service automation, including chatbots & IVR bots.
• Familiarity with Microsoft built‑in‑AI Agents within Customer Service & CCaaS (existing and those in preview).
• Experience across the wider Dynamics ecosystem (Sales, Customer Insights, etc.) is a definite bonus
• Be a trusted advisor by challenging creatively both internally and externally to drive better solutions and outcomes.
• Share knowledge with wider teams acknowledging that we are stronger together.
• Leading a team of functional consultants and mentoring junior members.
• Driving solution design with a configuration‑first mindset, escalating to customisation only when required.
• End‑to‑end ownership: workshops, requirements, functional designs, configuration, testing oversight, data migration guidance, integrations and cutover.
• Strong knowledge of Power Platform components, especially where they enhance Customer Service (Power Automate, Power Apps, Dataverse)
• Knowledge of when to recommend Pro Code vs Low‑Code solutions.
• Understanding of Microsoft licensing across Customer Service, Digital Messaging, Voice and Power Platform.

Responsibilities:

You’ll probably need to demonstrate at least some experience with;

• Understanding the Out of the Box capabilities (and limitations) provided by Customer Service, Omnichannel & Voiceand the Power Platform, from form design to solution management to connectors to integrations.
• Designing routing models, multi‑channel workflows, agent experiences, deflection strategies and call flows.
• Leading workshops, defining…