Job Title: Senior Service Experience Designer
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Role Description:
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As a seasoned Senior Service Experience Designer, you will be responsible for crafting and implementing innovative, end-to-end service experiences that exceed customer expectations. With deep expertise in Microsoft Dynamics 365 Customer Service, you will lead the design and configuration of modern omnichannel service channels, ensuring seamless integration across communication platforms and service processes.
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Key Responsibilities:
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- Collaborate with stakeholders to translate business needs into functional specifications and solution designs.
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- Configure and extend the Core Customer Service module, including case management, queues, SLAs, entitlements, and knowledge management.
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- Implement Customer Engagement and Service Channels, ensuring a cohesive customer journey.
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- Configure Customer Profile and Interaction Management for a comprehensive view of customer interactions.
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- Set up and optimize Email and Live Chat configurations, including channel setup, templates, and automation rules.
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- Implement WhatsApp Integration, aligning with business requirements for secure communication.
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- Build and deploy Web Forms for capturing leads, cases, or service requests.
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- Define and implement Unified Routing rules for channel assignment and agent availability.
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- Support Voice Integration with telephony platforms, including call handling and IVR.
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- Enable and optimize Social Engagement with connectors for channels like Twitter, Facebook, and Instagram.
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Requirements:
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- 4+ years of experience in Dynamics 365 CE, with at least 2 years focused on Customer Service Workspace.
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- Experience configuring Omnichannel for Customer Service, including at least 3 channels such as Live Chat, Email, WhatsApp, Voice, Social Media.
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- Strong understanding of case lifecycle, routing logic, and agent productivity tools within D365.
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- Experience configuring Unified Routing, including custom rules.
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- Familiarity with Power Platform components (Power Automate, Power Apps).
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Preferred Qualifications:
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- Microsoft Certifications in Dynamics 365 Customer Service Functional Consultant (MB-230).
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- Exposure to Process Mining, Customer Insights, or Power Virtual Agents.
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Language Requirements:
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English Proficiency / C1 Level.
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Why Us:
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We offer a permanent contract, competitive salary, private health and life insurance from day one. Our working hours are Monday to Friday, with a remote work module and meal allowance on card/voucher.
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Candidate Benefits:
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We are an equal opportunity employer, representing 165 nationalities, committed to diversity and inclusion.
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