Dynamics 365 Business Analyst

Job Description

5+ years as a Business Analyst on Microsoft Dynamics 365 implementations, with at least 2 years hands-on configuring D365 Contact Center or Omnichannel for Customer Service

Responsibilities:

• Own the Azure DevOps product backlog — Epics, Features, and Stories across 12 program epics and 76 platform user stories
• Lead sprint planning, backlog refinement, velocity tracking, and sprint review ceremonies
• Translate contact center requirements into implementation-ready user stories with detailed acceptance criteria
• Configure D365 Contact Center: Unified Routing rules, work classification, skill queue definitions, DNIS mapping, overflow logic, and priority routing across multiple queues
• Build and validate the Customer Service Workspace agent desktop: CTI screen pop, interaction controls, real-time sentiment display, and AI wrap-up summary
• Configure the email channel in D365 Omnichannel: intent classification, queue routing, SLA rules, and auto-acknowledgement templates
• Set up and validate supervisor real-time dashboards: queue depth, agent status board, AI containment rate, barge-in, and whisper coaching
• Lead UAT execution cycles with the client's Business Analyst and Operations Manager across all phases and channels
• Maintain requirements traceability between requirements, platform stories, and acceptance criteria in ADO
• Produce weekly status reports and steering committee packs
• Manage the RAID log and escalate delivery risks with clear recommendations
• Validate ACS telephony, number porting, and SIP trunk configuration against functional requirements

Certifications

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate (MB-230) — required
• Microsoft Certified: Dynamics 365 Contact Center Functional Consultant — desirable
• Microsoft Certified: Power Platform Functional Consultant Associate (PL-200) — desirable