Immerse yourself in a dynamic environment where innovation and creativity converge. We are seeking an experienced professional with a deep expertise in Microsoft Dynamics 365 Customer Service, focusing on delivering exceptional omnichannel service experiences.
Key Responsibilities:
* Design and deliver tailored experiences for service agents, leveraging expertise in Customer Service Workspace.
* 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.
Required Skills and Experience:
* 4+ years of experience in Dynamics 365 CE, with at least 2 years focused on Customer Service Workspace.
* Demonstrated experience configuring Omnichannel for Customer Service including at least 3 of: LiveChat, Email, WhatsApp, Voice, Social Media (Sprinklr).
* Strong understanding of case lifecycle, routing logic, and agent productivity tools within D365.
* Experience configuring Unified Routing, including custom rules and assignment strategies.
* Familiarity with Power Platform components (Power Automate, Power Apps) to enhance and extend D365 functionality.
* Working knowledge of WebForms setup via Power Pages or third-party portals.
* Strong stakeholder management and communication skills, with a consultative approach.
* Functional understanding of integrations with external systems such as telephony providers or social platforms.
* Proven ability to deliver in Agile or hybrid delivery models.
Benefits:
* Permanent contract
* Competitive salary
* Private health and life insurance from day one
* Flexible working hours
* Meal allowance on card/voucher
Equality & Opportunity for All:
Representing diverse nationalities, we pride ourselves on being an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law.