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About the role
Key responsibilities & impact- Implement, configure, and enhance Microsoft Dynamics 365 Customer Service and Contact Center solutions.
- Gather, analyze, and translate business requirements into effective functional solutions.
- Define and design processes related to Customer Service, Contact Center, and customer experience.
- Configure features such as Case Management, SLAs, Routing, Queues, Entitlements, Knowledge Management, and Customer Service Workspace.
- Implement Omnichannel and Contact Center features and processes, supporting integrated customer service journeys.
- Develop and maintain automations using Power Automate and Power Platform capabilities.
- Lead workshops, discovery sessions, fit-gap analyses, demonstrations, and requirements-gathering sessions.
- Support the definition and implementation of global templates, taking into account country-specific requirements and localizations.
- Collaborate with technical, integration, data, testing, and other project teams.
- Prepare functional documentation, user stories, process flows, requirements, and business scenarios.
- Support functional testing, user acceptance testing (UAT), deployment, go-live, and solution stabilization activities.
- Ensure functional quality, alignment with business requirements, and proper documentation of deliverables.
Requirements
What you’ll need- Advanced English proficiency for work on international projects.
- Advanced Spanish proficiency for work on international projects.
- Strong experience as a Microsoft Dynamics 365 Customer Engagement Functional Consultant, with a focus on Customer Service and Contact Center.
- Knowledge of Customer Service, Case Management, Omnichannel, SLAs, Routing, Queues, Knowledge Management, and Customer Support processes.
- Functional experience with Contact Center solutions within the Microsoft ecosystem.
- Experience with Power Platform, especially Power Automate.
- Experience gathering and analyzing requirements, conducting discovery and fit-gap analyses, and designing processes.
- Experience with functional configuration and low-code/no-code customization in Dynamics 365.
- Experience with functional testing, UAT, documentation, and implementation support.
- Ability to work in partnership with technical, integration, and other project workstream teams.
- Experience or ability to work on global projects and in multicultural environments, interacting with stakeholders from different countries.
- Consultative mindset, with the autonomy to propose solutions and support functional decisions.
- Experience with Dynamics 365 Omnichannel and Contact Center solutions.
- Knowledge of Microsoft Teams Phone, IVR, telephony, or Contact Center platforms.
- Knowledge of Power Apps, Power Automate, and Dataverse.
- Experience integrating Dynamics 365 with other enterprise systems.
- Experience with global template and localization strategies.
- Experience with Dynamics 365 rollouts involving multiple countries or regions.
- Knowledge of Customer Experience (CX), Customer Insights, Copilot, and AI solutions applied to customer service.
- Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate.
- Microsoft Certified: Power Platform Functional Consultant Associate.
- Certifications related to Dynamics 365, Power Platform, Customer Experience (CX), or Contact Center are considered a plus.
Benefits
Comp & perks- Meal or food allowance
- Multi-benefit card (up to Senior Consultant level)
- Medical and dental insurance
- Certifications and training
- Life insurance
- Private pension plan
- Avababy: pregnancy support and a kit for new parents
- Company profit-sharing program
- Wellhub
- Childcare allowance
- Career mentoring
- Birthday Off policy (one day off during your birthday month)
- Wellness sessions
- For management positions: company vehicle, parking, and fuel allowance