Business Analyst / Functional Lead – Dynamics 365 Contact Center

Business Analyst / Functional Lead – Dynamics 365 Contact Center

Location: -Harrisburg,PA Employment:-W2 onlyWe are looking for a Senior Business Analyst / Functional Lead with 10+ years of experience in business analysis and CRM/contact-center transformation, with strong expertise in Microsoft Dynamics 365 Customer Service/Contact Center.

Key Responsibilities

Lead requirements and functional-design workshops.Define customer journeys, call flows, business rules, and process flows.Create user stories, acceptance criteria, and functional requirements.Manage backlog and requirements using Azure DevOps.Support D365 Customer Service, Contact Center, Omnichannel, Copilot, IVR, and integrations.Partner with technical, QA, and business teams through SIT/UAT and go-live.Support defect triage, business validation, training, and operational readiness.Required:10+ years of Business Analysis / Functional Consulting experience.Strong Dynamics 365 Customer Service / Contact Center experience.Experience with Azure DevOps, user stories, UAT/SIT, and requirements management.Strong contact-center, customer-service, and CRM process knowledge.Excellent stakeholder management and communication skills.Preferred: Tolling/transportation, government/public sector, Copilot Studio, IVR, Omnichannel, conversational AI, and PCI/payment workflows.