Functional Consultant
About The Position
Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you’d like, where you’ll be supported and inspired by a collaborative community of colleagues around the world, and where you’ll be able to reimagine what’s possible. Join us and help the world’s leading organizations unlock the value of technology and build a more sustainable, more inclusive world.Job DescriptionKey Responsibilities Business Discovery Functional Design Lead requirements discovery workshops with business operations and contact center stakeholdersDefine to be service processes across voice chat digital messaging and case managementTranslate business needs into functional requirements user stories and acceptance criteriaFacilitate stakeholder reviews approvals and functional signoffDynamics 365 Contact Center Capabilities Configure and design Dynamics 365 Contact Center Customer Service features includingOmnichannel routing and queuesCase management SLAs entitlements and knowledgeAgent desktop and productivity experiencesSupervisor monitoring and insightsSupport Copilot and AI assisted service scenarios agent assist summaries knowledge suggestionsDesign self service experiences using virtual agents and digital channelsIntegration Data Functional Ownership Work with architects to define functional integration requirements with upstream and downstream systemsSupport data migration activities including data mapping validation and reconciliationParticipate in defining customer 360 and case data models in DataverseAgile Delivery Testing Author and manage product backlog and user storiesParticipate in sprint planning backlog grooming reviews and demosConduct functional testing SIT and UAT supportValidate delivered functionality against business requirements and KPIsChange Adoption Enablement Support end user training demos and knowledge transferCreate functional documentation process flows and user guidesEducate stakeholders on new Dynamics 365 Contact Center capabilities and releases
Requirements
- 8 to 12 years of experience in Microsoft Dynamics 365 CE CRM
- Hands on functional experience with Customer Service and or Contact Center implementations with VR bots CTI telephony and Teams Phone integration
- Experience in Financial Services or regulated industries preferred
- 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 fit gap analysis and process modeling
- Exposure to integrations REST APIs middleware from a functional perspective
- 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
Nice To Haves
- Experience with Copilot enabled service or AI assisted CX
- Knowledge of Workforce Management concepts forecasting scheduling QA
- Microsoft certifications MB230 PL200 or equivalent
Responsibilities
- Lead requirements discovery workshops with business operations and contact center stakeholders
- Define to be 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
- Configure and design Dynamics 365 Contact Center Customer Service features includingOmnichannel routing and queues
- Case management SLAs entitlements and knowledge
- Agent desktop and productivity experiences
- Supervisor monitoring and insights
- Support Copilot and AI assisted service scenarios agent assist summaries knowledge suggestions
- Design self service experiences using virtual agents and digital channels
- 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
- 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
- Support end user training demos and knowledge transfer
- Create functional documentation process flows and user guides
- Educate stakeholders on new Dynamics 365 Contact Center capabilities and releases
Benefits
- Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave
- Medical, dental, and vision coverage (or provincial healthcare coordination in Canada)
- Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada)
- Life and disability insurance
- Employee assistance programs
- Other benefits as provided by local policy and eligibility
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
