TL;DR

Functional Consultant (Dynamics 365, AI): Leading functional design and configuration for Dynamics 365 Contact Center implementations, focusing on enhancing customer service and agent productivity. Focus on translating complex business needs into functional requirements, integrating with diverse systems, and leveraging AI for assisted service scenarios.

Location: Onsite in New York, NY, USA

Salary: $100,000–$130,000 USD

Company

%hirify_global% is a global business and technology transformation partner, helping organizations accelerate their digital and sustainable transitions through technology.

What you will do

Lead requirements discovery workshops with business and contact center stakeholders.
Define service processes and translate business needs into functional requirements and user stories.
Configure and design Dynamics 365 Contact Center Customer Service features, including Omnichannel routing and case management.
Support Copilot and AI-assisted service scenarios and design self-service experiences using virtual agents.
Define functional integration requirements and support data migration activities.
Author and manage the product backlog, participate in agile ceremonies, and conduct functional testing.

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.
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 with Agile Scrum.

Nice to have

Experience with Copilot-enabled service or AI-assisted CX.
Knowledge of Workforce Management concepts.
Microsoft certifications (MB230, PL200 or equivalent).

Culture & Benefits

Paid time off, including vacation (12-25 days), company paid holidays, personal days, and sick leave.
Comprehensive medical, dental, and vision coverage.
Retirement savings plans (e.g., 401(k) in the U.S.).
Life and disability insurance and employee assistance programs.
Opportunity to shape your career in a collaborative global community.
Empowerment to unlock the value of technology and build a more sustainable world.