Role Overview We are seeking an experienced Senior Functional Consultant with deep expertise in Microsoft Dynamics 365 Customer Service, with a primary focus on Customer Service Workspace. The ideal candidate will be responsible for designing, configuring, and delivering modern omnichannel service experiences. You will work closely with stakeholders to translate business needs into robust, scalable D365 CE solutions, ensuring seamless integration across communication channels and service processes. Key Responsibilities Act as the subject matter expert on Customer Service Workspace, designing and delivering tailored experiences for service agents. Lead client workshops to gather requirements and translate them into functional specifications and solution designs. Configure and extend the Core Customer Service module, including case management, queues, SLAs, entitlements, and knowledge management. Implement Customer Engagement and Service Channels, ensuring a seamless and integrated customer journey. Configure Customer Profile and Interaction Management, enabling a 360° view of customer interactions across channels. Set up and optimize Email and LiveChat configurations, including channel setup, templates, and automation rules. Implement WhatsApp Integration, aligning business requirements with secure, compliant communication solutions. Build and deploy WebForms for capturing leads, cases, or service requests through portals or external sites. Define and implement Unified ..... full job details .....