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

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

Location: Hybrid (home-based, with Kerv Digital office visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ

Responsibilities

• End-to-end ownership: workshops, requirements, functional designs, configuration, testing oversight, data migration guidance, integrations and cutover.
• Lead workshops, define business processes, re-engineer workflows and capture 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.
• Craft user stories, features and epics to be used across presales, design, development and delivery lifecycles.
• Build Proof of Concepts to demonstrat...