Functional Developer ? Dynamics 365 Contact Centre & CRM

Key Requirements Functional Developer

Functional Developer Experience configuring and supporting Dynamics 365 Customer Service and Contact Centre.

• Ability to interpret business requirements as well as solution architect designs and translate them into functional CRM and contact centre solutions.
• Knowledge of case management, queues, routing, SLAs, voice, email and digital customer channels.
• Experience with telephony integration, including Teams Phone, Direct Routing, ACS and SIP-based voice solutions.
• Experience using Power Platform technologies including Dataverse, Power Automate and Power BI.
• Experience supporting solution deployments, testing, release management and promotion between development, test and production environments.
• Strong troubleshooting, stakeholder engagement, and documentation skills.
• Understanding of security, governance, and data protection requirements.

Role Purpose Functional Developer

To configure, deploy and support Dynamics 365 Customer Service and Contact Centre solutions, delivering CRM, telephony, automation and customer service improvements aligned to business requirements.