D365 CE Senior Functional Consultant/BA

Summary

An experienced Dynamics 365 Customer Engagement functional consultant and senior business analyst with extensive expertise in digital transformation programmes. Specialist in D365 Customer Service, omnichannel configuration, case management, and routing design, with deep proficiency across the Power Platform. Proven track record delivering greenfield and legacy migration projects across multiple sectors including housing, financial services, telecommunications, and healthcare.

Experience areas

1. D365 CE Senior Functional Consultant/BA

   • Led Lead-to-Order-to-Activation workflow design and delivery across Sales, Provisioning, and Customer Service operations
   • Designed custom Dataverse tables, Business Process Flows, and integrations supporting coverage-checker and subscription management automation
   • Coordinated multiple workstreams across CE, Business Central, and middleware to ensure cross-system alignment for UAT
   • Defined Service Address and Provisioning Order data models with automated routing and escalation logic

2. BA/D365 CE Functional Consultant

   • Led major legacy CRM to Dynamics 365 CE migration programme incorporating Customer Service Workspace, Field Service, and Sales modules
   • Configured omnichannel queues, routing rules, case triage, and escalation logic for contact centre operations
   • Designed Field Service module for work order management, scheduling, and resource allocation across operations teams
   • Delivered comprehensive end-user training programmes and train-the-trainer sessions across multiple business functions

3. D365 CE Functional Consultant

   • Configured Omnichannel workstreams, queue management, and routing rules for multi-channel contact centre operations
   • Designed SLA policies and escalation paths aligned to contact centre service tiers and performance targets
   • Configured Power Virtual Agents chatbot journeys for first-contact deflection and customer self-service
   • Developed persona-based security models and created comprehensive Contact Centre user guidance documentation

4. Business Analyst/D365 F&O Consultant

   • Supported major D365 Finance & Operations implementation replacing legacy Finance and CRM systems across retail operations
   • Analysed data flow requirements and collaborated with partners to document message structures across all integrated systems
   • Configured Power Automate flows for data transfer and integration across Dynamics modules
   • Created data translation mapping and configuration specifications across systems working with architecture partners

5. Business Analyst

   • Led Regulatory Risk Capital automation initiative, transitioning from spreadsheet-based processes to integrated D365 F&O solution
   • Supported regulatory and product initiatives including market expansion and order processing streamlining via system integration
   • Modernised authentication and security frameworks with API integrations into D365 F&O
   • Supervised API integration, operational workflow design, and report generation across multiple compliance programmes

6. Business Analyst (Contract)

   • Managed large-scale digital transformation project deployment for 5,000 users with comprehensive data migration from legacy system
   • Established tailored logical data model and conducted SIT testing of API and data transfer configurations
   • Created Power BI reporting solutions with extensive visualisation and drill-down analytics capabilities
   • Implemented RAID log and risk management frameworks within project governance structure

7. Lead Business Analyst (Contract)

   • Led governance and business analysis function across multiple healthcare operating entities, managing product backlogs and digital migrations
   • Managed and developed a team of 3 Business Analysts, emphasising performance optimisation and resource efficiency
   • Crafted data flow maps and defined API integration requirements for major digital migration programmes
   • Evaluated vendor responses through rigorous scoring framework to inform senior stakeholder decision-making

8. Business Analyst

   • Directed eCommerce platform integration across multiple geographic regions, delivering three new digital product offerings
   • Reduced order-to-purchase processing time through system integration and process optimisation

9. Business Systems Analyst

   • Engineered strategy for next-generation Vendor Management System development and implementation
   • Designed end-to-end recruitment management features to replace four legacy systems

10. Agile Business Change Analyst

    • Planned and delivered Client Web Portal upgrade for 4,000 users within budget and 12-month timeline
    • Applied BDD Agile methodology to requirements capture and delivery

11. Business Analyst

    • Led CRM system replacement programme including requirements capture, user acceptance testing, and full user training delivery
    • Delivered project within approved budget for 40 users

Skills

Certifications

• Microsoft Certified: Dynamics 365 Functional Consultant Associate
• BCS Professional Certificate in Agile Business Analysis
• BCS Advanced Requirements Engineering