Job Title: D365 CE Functional Analyst
Location: Brussels
Project: Implementation
Start Date: ASAP
Contract Type: Freelance
Role Overview:
We are currently looking for an experienced Freelance D365 CE Functional Analyst to join a large-scale Microsoft Dynamics 365 Customer Engagement implementation for a leading organisation within the logistics sector in Brussels.
The programme is entering a restart phase, following an initial implementation, with multiple phases planned as the organisation continues to roll out and develop its D365 CE platform.
This is a long-term opportunity for a senior functional professional who can combine strong D365 CE expertise with a deep understanding of Customer Service, Contact Centre processes and integrations.
As a D365 CE Functional Analyst, you will be responsible for translating business requirements and user stories into practical D365 CE solutions.
A typical day will involve carrying out functional analysis of user stories, working with business stakeholders and product teams, configuring D365 CE where appropriate, and providing ongoing support and training to agents and key users.
This is not a technical/development role. However, you should be comfortable working hands-on with D365 CE configuration and have a strong understanding of the capabilities and limitations of the platform.
Key Responsibilities:
· Perform detailed functional analysis of D365 CE user stories and business requirements.
· Translate business requirements into functional designs and practical D365 CE solutions.
· Work closely with product owners, business stakeholders, agents and key users.
· Focus on Customer Service and Contact Centre functionality and processes.
· Analyse and define requirements around integrations between D365 CE and other business systems.
· Configure D365 CE functionality where required.
· Understand the differences and appropriate use cases for Model-driven Apps and Canvas Apps.
· Support the development and refinement of user stories and acceptance criteria.
· Participate in workshops with business stakeholders and subject-matter experts.
· Support testing, UAT and deployment activities.
· Provide functional support to agents and key users.
· Deliver training and guidance to users adopting the D365 CE platform.
· Analyse functional issues and work with technical teams where development or integration support is required.
· Contribute to the continuous improvement of the D365 CE solution throughout multiple implementation phases.
· Ensure that the solution remains aligned with business processes and operational requirements.
Required Skills & Experience
· Strong professional experience as a D365 CE Functional Analyst / Functional Consultant.
· Proven experience delivering end-to-end D365 CE implementations, from requirements gathering and functional design through to testing, deployment and user adoption.
· Strong hands-on experience with D365 Customer Service.
· Experience working with Contact Centre / Customer Service operations.
· Strong understanding of D365 CE integrations and how CE interacts with surrounding business systems.
· Experience analysing and delivering user stories in a D365 environment.
· Comfortable performing D365 CE configuration independently.
· Good understanding of the Microsoft Power Platform and the distinction between Model-driven Apps and Canvas Apps.
· Experience supporting and training agents, key users and business stakeholders.
· Strong stakeholder management and communication skills.
· Experience working within large-scale transformation or enterprise implementation programmes.
· Comfortable working in a complex, multi-phase implementation environment.
· English-speaking is sufficient for the role.
Bonus
· Dutch and/or French language skills.
· Experience within logistics, transportation, supply chain or similar operational environments.
· Experience with Power Automate / Power Platform.
· Experience with Dataverse.
· Experience working with APIs and integration concepts.
· Previous experience joining a project during a restart, recovery or transformation phase.
· Experience working in Agile/Scrum environments.
Contract Details
Location: Brussels
Duration: 12 months (+ extensions)
Rate: Negotiable