Dynamics 365 Functional Consultant Support

Required Qualifications

• 8+ years leading customer engagement/contact center modernization initiatives, with public-sector or regulated industry delivery experience.

• Proven requirements leadership: workshop facilitation, documentation, traceability, and stakeholder consensus.

• Hands-on functional/architectural capability with:

• Dynamics 365 Customer Service

• Self-service portals (Power Pages or equivalent)

• Voice/IVR contact center design and routing concepts

• Practical GenAI/Copilot use cases with governance considerations

• Strong understanding of security and privacy fundamentals (least privilege, audit trails, data minimization).

Preferred Qualifications

• Experience in government environments with one or more of:

• Accessibility standards (e.g., Section 508/WCAG)

• Records retention / public records / eDiscovery considerations

• Identity standards (SSO, MFA, federati...