.We are HCLTech, one of the fastest-growing large tech companies in the world and home to 222,000+ people across 60 countries, supercharging progress through industry-leading capabilities centered around Digital, Engineering and Cloud.
The driving force behind that work, our people, are diverse, creative, and passionate, raising the bar for excellence on a regular basis.
We, in turn, work hard to bring out the best in them as we strive to help them find their spark and become the best version of themselves that they can be.
If all this sounds like an environment you'll thrive in, then you're in the right place.
Join us on our journey to advancing the technological world through innovation and creativity.
Your Role & Responsibilities 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 Routing rules, including channel assignment, classification, and agent availability logic.
Support Voice Integration through telephony platforms, including call handling, IVR integration, and agent desktop setup.
Enable and optimize Social Engagement, configuring connectors for channels such as Twitter, Facebook, and Instagram.
Drive Qualification Management, helping clients manage triage of leads and cases using intelligent rules and routing.
Collaborate with technical consultants, developers, and testers throughout the project lifecycle.
Produce high-quality documentation including solution designs, configuration guides, and training materials