Functional Consultant

Functional Consultant Choosing Capgemini means choosing a company where you will be empowered to shape your career in the way you'd like, where you'll be supported and inspired by?a collaborative community of colleagues around the world, and where you'll be able to reimagine what's possible. Join us and help the world's leading organizations?unlock the value of technology and build a more sustainable, more inclusive world. Job Description Key Responsibilities Business Discovery Functional Design Lead requirements discovery workshops with business operations and contact center stakeholders Define to be service processes across voice chat digital messaging and case management Translate business needs into functional requirements user stories and acceptance criteria Facilitate stakeholder reviews approvals and functional signoff Dynamics 365 Contact Center Capabilities Configure and design Dynamics 365 Contact Center Customer Service features including Omnichannel routing and queues Case management SLAs entitlements and knowledge Agent desktop and productivity experiences Supervisor monitoring and insights Support Copilot and AI assisted service scenarios agent assist summaries knowledge suggestions Design self service experiences using virtual agents and digital channels Integration Data Functional Ownership Work with architects to define functional integration requirements with upstream and downstream systems Support data migration activities including data mapping validation and reconciliation Participate in defining customer 360 and case data models in Dataverse Agile Delivery Testing Author and manage product backlog and user stories Participate in sprint planning backlog grooming reviews and demos Conduct functional testing SIT and UAT support Validate delivered functionality against business requirements and KPIs Change Adoption Enablement Support end user training demos and knowledge transfer Create functional documentation process flows and user guides Educate stakeholders on new Dynamics 365 Contact Center capabilities and releases Required Skills Experience Core Experience 8 to 12 years of experience in Microsoft Dynamics 365 CE CRM Hands on functional experience with Customer Service and or Contact Center implementations with VR bots CTI telephony and Teams Phone integration Experience in Financial Services or regulated industries preferred Functional Platform Skills Dynamics 365 Customer Service Omnichannel Dataverse Power Platform Power Apps Power Automate Copilot Studio Virtual Agents Strong understanding of contact center operations and metrics Experience with requirement gathering fit gap analysis and process modeling Exposure to integrations REST APIs middleware from a functional perspective Delivery Collaboration Skills Strong stakeholder communication and workshop facilitation skills Experience working in Agile Scrum delivery models Ability to collaborate closely with solution architects developers and testers Excellent documentation and storytelling skills Preferred Good to Have Experience with Copilot enabled service or AI assisted CX Knowledge of Workforce Management concepts forecasting scheduling QA Microsoft certifications MB230 PL200 or equivalent Note This is raised for Contact Center project under Policy pro Project The base compensation range for this role in the posted location is 100000 - 130000 Capgemini provides compensation range information in accordance with applicable national, state, provincial, and local pay transparency laws. The base compensation range listed for this position reflects the minimum and maximum target compensation Capgemini, in good faith, believes it may pay for the role at the time of this posting. This range may be subject to change as permitted by law. The actual compensation offered to any candidate may fall outside of the posted range and will be determined based on multiple factors legally permitted in the applicable jurisdiction. These may include, but are not limited to: Geographic location, Education and qualifications, Certifications and licenses, Relevant experience and skills, Seniority and performance, Market and business consideration, Internal pay equity. It is not typical for candidates to be hired at or near the top of the posted compensation range. In addition to base salary, this role may be eligible for additional compensation such as variable incentives, bonuses, or commissions, depending on the position and applicable laws. Capgemini offers a comprehensive, non-negotiable benefits package to all regular, full-time employees. In the U.S. and Canada, available benefits are determined by local policy and eligibility and may include: Paid time off based on employee grade (A-F), defined by policy: Vacation: 12-25 days, depending on grade, Company paid holidays, Personal Days, Sick Leave Medical, dental, and vision coverage (or provincial healthcare coordination in Canada) Retirement savings plans (e.g., 401(k) in the U.S., RRSP in Canada) Life and disability insurance Employee assistance programs Other benefits as provided by local policy and eligibility Important Notice: Compensation (including bonuses, commissions, or other forms of incentive pay) is not considered earned, vested, or payable until it becomes due under the terms of applicable plans or agreements and is subject to Capgemini's discretion, consistent with applicable laws. The Company reserves the right to amend or withdraw compensation programs at any time, within the limits of applicable legislation. Disclaimers Capgemini is an Equal Opportunity Employer encouraging inclusion in the workplace. Capgemini also participates in the Partnership Accreditation in Indigenous Relations (PAIR) program which supports meaningful engagement with Indigenous communities across Canada by promoting fairness, accessibility, inclusion and respect. We value the rich cultural heritage and contributions of Indigenous Peoples and actively work to create a welcoming and respectful environment. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law. This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodation does not pose an undue hardship. Capgemini is committed to providing reasonable accommodation during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact. Please be aware that Capgemini may capture your image (video or screenshot) during the interview process and that image may be used for verification, including during the hiring and onboarding process. Click the following link for more information on your rights as an Applicant in the United States. Capgemini is a global business and technology transformation partner, helping organizations to accelerate their dual transition to a digital and sustainable world, while creating tangible impact for enterprises and society. It is a responsible and diverse group of 340,000 team members in more than 50 countries. With its strong over 55-year heritage, Capgemini is trusted by its clients to unlock the value of technology to address the entire breadth of their business needs. It delivers end-to-end services and solutions leveraging strengths from strategy and design to engineering, all fueled by its market leading capabilities in AI, generative AI, cloud and data, combined with its deep industry expertise and partner ecosystem. Ref. code: 426169 Posted on: Mar 2, 2026 Experience Level: Experienced Professionals Contract Type: Permanent Location: New York, NY, US Brand: Capgemini Professional Community: Software Engineering Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

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