About the role
Lead Functional Consultant – Microsoft Contact Center (with Dynamics Customer Service)
Salary: competitive depending upon experience + benefits
Where the job is based: Hybrid (home-based, working with Kerv Digital office/customer site visits as required) UK HQ, Seven House, 18 High Street, Longbridge, B31 2UQ
Who we are:
Dive into a world where technology meets innovation. At Kerv Digital, we're not just another tech company. We’re the problem solvers, the magicians who transform complex challenges into seamless digital experiences. Utilising a powerful blend of Power Platform, DevSecOps, Data experiences, and Software Engineering, we create business solutions that truly resonate with our clients driving extreme value!
With our roots planted in Birmingham and branches spreading across the globe from London to Bangalore, we're a proud member of the Kerv Group - a dynamic £112m revenue technology consultancy leader with a dedicated team of over 700 professionals, partnering with 800+ sector leaders.
People come first always we are incredibly proud of our unparalleled work culture. Not just words on paper, we wear our "Great Place to Work" certifications from the UK and India like badges of honour. Dive into an ocean of opportunities in an atmosphere that celebrates collaboration. Sharpen your prowess with a global multi-discipline team and be guided by the industry's most forward-thinking architects.
The candidate will demonstrate deep functional and technical expertise in Microsoft Dynamics 365 Customer Service, Omnichannel and Microsoft CCaaS capabilities (Customer Service Voice) and related technologies. We’re looking for people who can lead delivery, shape design, and mentor others.
Required Skills:
- End-to-end implementation with D365 Customer Service and Microsoft Contact Center, including Case Management, SLA’s, Entitlements, Knowledge Management, CCaaS Dashboards, Agents and Omnichannel (Voice)
- Deep understanding of Omnichannel for Customer Service — digital messaging, chat, email, WhatsApp, social, secure messaging.
- Expertise in Unified Routing, workstreams, assignment rules, queues and escalation models.
- Strong hands-on experience with Customer Service Voice.
- Designing and configuring:
- IVRs and call flows
- ACD routing
- Voice channels
- Recordings, compliance and analytics
- Real-time conversation intelligence
- Understanding key call-centre fundamentals: SLAs, deflection, workforce efficiency, call disposition, escalation structures.
- Understanding key call-centre fundamentals: SLAs, deflection, workforce efficiency, call disposition, escalation structures.
- Experience configuring Agent Assist, Copilot for Customer Service, summarisation, links, real-time transcription & sentiment.
- Experience in designing or supporting self-service automation, including chatbots & IVR bots.
- Familiarity with Microsoft built-in-AI Agents within Customer Service & CCaaS (existing and those in preview).
- Experience using real-time analytics dashboards (OC insights, Voice dashboards, Supervisor tools)
- Experience across the wider Dynamics ecosystem (Sales, Customer Insights, etc.) is a definite bonus
- Be a trusted advisor by challenging creatively both internally and externally to drive better solutions and outcomes.
- Share knowledge with wider teams acknowledging that we are stronger together.
- Leading a team of functional consultants and mentoring junior members.
- Driving solution design with a configuration-first mindset, escalating to customisation only when required.
- End-to-end ownership: workshops, requirements, functional designs, configuration, testing oversight, data migration guidance, integrations and cutover.
- Strong knowledge of Power Platform components, especially where they enhance Customer Service (Power Automate, Power Apps, Dataverse)
- Knowledge of when to recommend ProCode vs Low-Code solutions.
- Microsoft certifications (Customer Service, Omnichannel, Contact Center, Power Platform, Azure comms desirable).
- Understanding of Microsoft licensing across Customer Service, Digital Messaging, Voice and Power Platform.
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Aplyr's read
Kerv is a technology company specializing in communication and collaboration tools, attracting professionals passionate about innovative business solutions.
What's promising
- •Kerv focuses on cutting-edge communication and collaboration tools, appealing to tech enthusiasts.
- •The company has a diverse range of roles, offering opportunities for career growth.
- •Kerv's recent hires indicate a strong emphasis on cloud and CRM technologies.
What to watch
- •Limited public information about Kerv's financial performance may concern potential applicants.
- •The company operates in a highly competitive tech industry, posing market risks.
- •Kerv's rapid expansion might lead to organizational growing pains.
Why kerv
- •Kerv specializes in niche communication solutions, distinguishing it from general tech firms.
- •The company's focus on Dynamics 365 and Power Platform sets it apart in the tech landscape.
- •Kerv's roles span multiple continents, offering global career opportunities.
Aplyr’s read is generated by AI from public sources. Was it useful?
About kerv
Kerv is a technology company focused on providing innovative solutions for businesses, particularly in the area of communication and collaboration tools.
