D365 CRM Consultant - Strategic Lead (Dynamics 365 CE) – UK - London hybrid, £ up to £75k

We’re partnering with a leading organisation looking to appoint a D365 CRM Consultant to lead the strategy design and delivery of customer service solutions within a Microsoft ecosystem.

This role sits at the heart of transformation activity, shaping how customer interaction platforms evolve and scale.

This role sits at the heart of transformation activity, shaping how customer interaction platforms evolve and scale.

The role

You’ll take ownership of the Dynamics 365 Customer Engagement (CE) Customer Service capability—leading both strategy and hands-on delivery.

Key areas include:

• Designing and implementing D365 Customer Service Workspace, Omnichannel and Contact Centre solutions
• Delivering Live Chat, Voice and digital channel integrations
• Driving Teams telephony integration within the CRM estate
• Translating business requirements into scalable, well-architected solutions
• Working closely with technical teams to integrate D365 with wider platforms
• Supporting user adoption through workshops, training and continuous improvement

What we’re looking for

• Strong experience as a D365 CE techno-functional consultant (Customer Service focus)
• Proven track record delivering Omnichannel solutions (chat, voice, digital)
• Hands-on with Power Platform (Power Apps, Power Automate, Dataverse)
• Experience integrating Teams Phone / telephony solutions
• Confident working with stakeholders and producing solution designs
• Understanding of ALM / DevOps practices

Nice to have:

• Microsoft certifications (PL-200, PL-600, MB-230 etc.)
• Exposure to Azure, Power BI or Customer Insights
• Interest in AI / Copilot capabilities within D365

Why apply?

This is a high-impact role where you’ll shape roadmap, delivery and best practice across a critical CRM platform—combining strategic input with hands-on solution design.

If you’re a D365 specialist ready to step into a strategic, delivery-led position, we’d be keen to hear from you.