US_East | Application Consultant - Microsoft ...

Description: "Possible 3 Month CTH | No Fees | Do Not Re-Post | Confidential Submit candidates under their legal name and use only Client template" PLEASE SUBMIT CVS IN FG WITH COMPLETE HOME ADDRESS Role Name: Dynamics 365 Contact Center Functional Consultant Location: Cleveland, OH / Hybrid Start date: 2026-04-15 Background check MANDATORY GTD ID: 2CTJ4P "Due to additional onboarding requirements, a meet and greet is required for all new hires. Candidates must be willing to go to the closest Client, Client, or onsite location as indicated by project team to meet with a Client team member prior starting their assignment. If the candidate is not local, travel covered by Client. If travel is involved and after selection the candidate declines the offer, costs will be paid by vendor and not Client." JOB DESCRIPTION: "Role Summary The Dynamics 365 Contact Center Functional Consultant is responsible for discovering business requirements designing functional service processes and configuring Dynamics 365 Contact Center and Customer Service solutions to deliver modern omnichannel and AIassisted customer experiences This role acts as the bridge between business stakeholders and technical teams ensuring that contact center capabilitiesselfservice agentassisted service and supervisor operationsare aligned to business KPIs such as AHT FCR CSATNPS containment and service efficiency Key Responsibilities Business Discovery Functional Design Lead requirements discovery workshops with business operations and contact center stakeholders Define tobe 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 Dynamics 365 Contact Center Capabilities 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 AIassisted service scenarios agent assist summaries knowledge suggestions Design selfservice experiences using virtual agents and digital channels Integration Data Functional Ownership 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 Agile Delivery Testing 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 Change Adoption Enablement Support enduser training demos and knowledge transfer Create functional documentation process flows and user guides Educate stakeholders on new Dynamics 365 Contact Center capabilities and releases Required Skills Experience Core Experience 8 to 12 years of experience in Microsoft Dynamics 365 CE CRM Handson functional experience with Customer Service andor Contact Center implementations with VR bots CTItelephony and Teams Phone integration Experience in Financial Services or regulated industries preferred Functional Platform Skills 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 fitgap analysis and process modeling Exposure to integrations REST APIs middleware from a functional perspective Delivery Collaboration Skills 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 Preferred Good to Have Experience with Copilotenabled service or AIassisted CX Knowledge of Workforce Management concepts forecasting scheduling QA Microsoft certifications MB230 PL200 or equivalent Note This is raised for Contact Center project under Policypro Project" Current Location: (City, State & Zip Code): Home location: Relocate: Bill Rate: CTH After 3 Months: Travelling Availability: Availability to Start: Phone/Mobile Number: Skype ID: Email Address: Visa Type: Visa Expiration Date: In process of getting a green card?: Hiring Status: Are you working directly with the contractor's visa holder: If not indicate # of layers and name of the company: Indicate if the Candidate has worked in CG before and project details along with manager's name: Ex-Client Employee: LinkedIn Account: (MANDATORY) Time slots for an interview (consider 3 to 5 days of availability for faster coordination): Contractor approved to share its resume to client: Skills summary: Resumes will be rejected for the following reasons: - Different format - Missing details in comments section -Missing text box in the header -Photo ID included containing personal information other than legal name and photo Only visas accepted are H1B, L2 EAD, H4 EAD, AOS EAD. Permanent residents and green card holders. TN visas only if the contractor lives in US. (if CTH role, only USC and GC holders) External Resource Manager (ERM) | SubCo Staffing Center Client North America | Guatemala Enable Skills-Based Hiring No Named Job Posting? (if Yes - needs to be approved by SCSC) Additional Details Global Grade : C Named Job Posting? (if Yes - needs to be approved by SCSC) : No Remote work possibility : No Global Role Family : 60234 (P) SAAS and SW Packages Development & Integration Global Technical Skills Family : 6230 (T) Microsoft Development Technologies Local Role Name : Dynamics 365 Contact Center Functional Consultant Local Skills : All Channel Languages Required: : English

Created: 2026-03-10