Lead D365 CE Functional Consultant - Microsoft Contact Centre (CCaaS)

Lead Functional Consultant – Microsoft Contact Center (with Dynamics Customer Service) 

Salary: competitive depending upon experience + benefits 

Where the job is based: 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, DevSecOps, 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 and  Microsoft 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, WhatsApp, social, secure messaging.  

• Expertise in Unified Routing, workstreams, 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 

• Real-time conversation intelligence 

• 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 using real-time analytics dashboards (OC insights, Voice dashboards, Supervisor tools) 

• 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 ProCode vs Low-Code solutions. 

• Microsoft certifications (Customer Service, Omnichannel, Contact Center, Power Platform, Azure comms desirable). 

• 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 & Voice and 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 business processes, re-engineering workflows and capturing requirements clearly. 

• Demonstrate Out of the Box functionality to business and technical stakeholders illustrating how the product supports core business processes 

• Requirements gathering, writing and evolution through business process identification, analysis and re-engineering. 

• Crafting user stories, features and epics to be used across the presales, design, development and delivery lifecycles. 

• Building Proof of Concepts to demonstrate and articulate solution designs. 

• Implementing business and technical environment change safely and effectively, with the support of the Solution Architects and the Project Office 

• Pre-sales engagement including technology evangelism, demonstration, adoption and other early opportunity activities such as bid-response writing 

• Creating clear, concise and effective documentation across multiple channels. 

• Using a proactive approach to ensure timescales are met, balancing a hands-on approach vs delegating to developers or other team members. 

• Training end users and admins in the use of Dynamics 365 Customer Service and Microsoft Contact Center 

• Environment setup, configuration and Application Lifecycle Management 

• Supporting, leading and coaching more junior project team members fostering a culture of wellbeing, inclusion and ensuring balanced workload levels 

• Prioritise and assign tasks and make best use of available resource and skill levels in the team contributing to the project success 

• Build relationships with other stakeholders in other disciplines across the project including within the client team and contribute to the successful management of dependencies between disciplines 

• Other tasks as reasonably requested 

Desirable Skills: 

Candidates are expected to have some of the following skills; 

• Lead by example through sharing from previous experiences and providing implementation plans that mitigate risks to deliver a positive outcome 

• Remain calm and professional in fast paced environments and feel comfortable calling out concerns and seeking advice when needed 

• Embrace personal growth to yourself and others through learning, achievement and satisfaction 

• Be approachable to provide help, guidance and actively support junior colleagues helping them to uphold standards, manage their workload, ensure quality and cope with challenging situations 

• Embrace a culture of knowledge sharing so that we grow 

We’re also looking for people that fit how we work, which is something like;  

• happiest working under their own direction, but fully supported when needed  

• an obvious attention to detail, we want you to obsess about the little things! 

• prepared to travel to client site if required 

• ability to identify and pick up new processes and software platforms quickly 

• ability to work effectively with remote teams in both in the UK and India  

• ability to work flexibly to deliver on-time to tight timescales  

What we can do for you: 

We’re a transparent, honest and fiercely equal employer that believes completely in providing the best possible work experience for our employee’s:   

Real Flexibility 

Awesome Environment – all of our employee’s will tell you that we foster an easy going environment, are experts at what we do and care deeply about what we work on – and the company was started specifically to find a way for people to take more enjoyment from their work.  

Interesting Work – these days most of our customers are household names and many of our projects have an important impact on the world around us. The kind of things we do regularly include working with not-for-profits to transform how they leverage technology, working with public bodies to shape digital services and working with top tier private entities to bring genuinely new and meaningful products and services to market.  

Great Benefits – all the usual suspects and then some. Some highlights include our choose-your-own tech approach to end-user devices, well stocked cupboards with tasty goodies (we’re a food first company too), excellent professional development support including frequent in-house training for tech. you can’t get trained on anywhere else and private healthcare. Full disclosure; some benefits can only be provided after probation. 

Recognition & Growth – Recognized as a 'Great Place to Work' in both the UK and India, our commitment to excellence goes beyond our products and services. Our culture is a testament to the dedicated technologists who work tirelessly to drive our vision forward. Being a part of Kerv Digital means embracing a culture of innovation, collaboration, and mutual respect. Our teams in the UK and India thrive in an atmosphere that promotes continuous learning and growth. 

Join us at Kerv Digital, where we don’t just build ground breaking technology - we build future. 

Don’t take our word for it though, check out our impartial Glass Door reviews 

More on equality: 

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together. 

You will live the Kerv values…

• Think Customer First
• Team is everything
• Spread good vibes
• Build future
• Do the right thing

At Kerv, we’re building something special and we’re building it to last. We want everybody to feel valued, included and love working together. With an uncompromising pursuit of amazing employee experience, we always strive to do the right thing. We believe and will relentlessly promote and support the power of diversity, equality and belonging, through collaboration and creating exceptional solutions together.