About The Role

FDM is a global business and technology consultancy seeking a Functional Consultant – Contact Centre & Workflow CRM (CSP) to join an ongoing Customer Service Platform transformation programme.

This is initially a contract role with strong potential for extension. The role will be hybrid and based in York.

This opportunity sits within a large-scale transformation programme integrating Contact Centre (CCaaS), Workflow CRM (case management), and data into a single platform. The role will focus on accelerating design and delivery readiness, ensuring seamless end-to-end customer and colleague journeys across channels and case management.

Responsibilities

Facilitate business and design workshops across Contact Centre and Workflow workstreams
Translate business requirements into high-quality user stories, epics, and backlog items
Develop end-to-end customer and colleague journeys across voice, digital channels, and case handling
Act as a bridge between Product Owners, Business Analysts, and technical teams
Contribute to functional design, proof of concepts (POCs), and solution validation

About You

Strong experience with Dynamics 365 Customer Service and/or Contact Centre transformation (CCaaS)
Proven expertise in contact centre design (IVR, routing, omnichannel) and case management / CRM workflows
Experience facilitating workshops and translating outputs into structured requirements and user stories
Ability to work across business, BA, and technical teams in complex environments
Comfortable operating in fast-paced Agile delivery environments
Minimum 5+ years’ experience in Functional Consulting / CRM / Contact Centre transformation roles

About FDM

FDM is an award-winning global leader in tech and business talent solutions, backed by more than 35 years of industry experience.

We have centres across Europe, North America, and Asia-Pacific, and a global workforce of over 2,500 employees. FDM has experienced continued growth and is listed on the FTSE4Good Index, as well as being recognised as a 2026 Financial Times UK ‘Best Employer’.

Diversity & Inclusion

FDM Group is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, colour, religion, sex, sexual orientation, national origin, age, disability, veteran status, or any other protected characteristic.

Why Join Us

Career coaching, mentoring, and continuous upskilling
Opportunity to work on a large-scale customer transformation programme
Exposure to cutting-edge Contact Centre and CRM technologies
Opportunities to work with global organisations
Competitive annual leave and workplace pension

FDM Group

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