We are HCLTech
One of the growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through leading capabilities centered around Digital, Engineering, and Cloud. Our diverse, creative, and passionate people raise the bar for excellence, and we work hard to bring out the best in them as they find their spark and become the best version of themselves. If this environment sounds like a place you'll thrive, join us in advancing technology through innovation and creativity.
Your Role & Responsibilities
We are seeking an experienced Senior Functional Consultant with deep expertise in Microsoft Dynamics 365 Customer Service, focusing on Customer Service Workspace. The ideal candidate will design, configure, and deliver modern omnichannel service experiences, working closely with stakeholders to translate business needs into scalable D365 CE solutions, ensuring seamless integration across communication channels and service processes.
* Act as the subject matter expert on Customer Service Workspace, designing 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 customer journey.
* Configure Customer Profile and Interaction Management for a 360° view of customer interactions.
* Set up and optimize Email and Live Chat configurations, including channel setup, templates, and automation rules.
* Implement WhatsApp Integration, aligning with business requirements for secure communication.
* Build and deploy Web Forms for capturing leads, cases, or service requests.
* Define and implement Unified Routing rules for channel assignment and agent availability.
* Support Voice Integration with telephony platforms, including call handling and IVR.
* Enable and optimize Social Engagement with connectors for channels like Twitter, Facebook, and Instagram.
* Manage Qualification processes for leads and cases using intelligent rules and routing.
* Collaborate with technical teams throughout the project lifecycle and produce quality documentation.
Required Skills and Experience
* 4+ years of experience in Dynamics 365 CE, with at least 2 years focused on Customer Service Workspace.
* Experience configuring Omnichannel for Customer Service, including at least 3 channels such as Live Chat, Email, WhatsApp, Voice, Social Media.
* Strong understanding of case lifecycle, routing logic, and agent productivity tools within D365.
* Experience configuring Unified Routing, including custom rules.
* Familiarity with Power Platform components (Power Automate, Power Apps).
* Working knowledge of Web Forms setup via Power Pages or third-party portals.
* Strong stakeholder management and communication skills.
* Functional understanding of integrations with external systems.
* Proven ability to deliver in Agile or hybrid models.
Desirable Qualifications
* Microsoft Certifications in Dynamics 365 Customer Service Functional Consultant (MB-230).
* Exposure to Process Mining, Customer Insights, or Power Virtual Agents.
* Experience with specific customer service scenarios (e.g., public sector, utilities, retail).
Language Requirements
English Proficiency / C1 Level
Why Us
* Permanent contract, competitive salary, private health and life insurance from day one.
* Working hours: Monday to Friday, remote work module, meal allowance on card/voucher.
* We are an equal opportunity employer, representing 165 nationalities, committed to diversity and inclusion.
Candidate Privacy Notice: https://www.Hcltech.com/candidate-privacy-notice
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