Senior Consultant Microsoft Dynamics 365 Customer Service (all genders)
Core
Senior Functional Consultant designing and implementing Microsoft Dynamics 365 Customer Service solutions to optimize customer service processes.
Role type
Senior Functional Consultant (Microsoft Dynamics 365 Customer Service)
Builds
Functional solutions for case management, SLAs, queues, knowledge management, and omnichannel processes using Dynamics 365 CE, Dataverse, and Power Platform.
Domain
IT Consulting / Customer Service / Microsoft Dynamics 365
Required skills
Functional consulting, Dynamics 365 Customer Service configuration, Dataverse modeling, Power Platform (Flows, Model-driven Apps), Process analysis, Workshop facilitation, Integration design, AI/Copilot adoption
Preferred skills
Power Automate, Dynamics 365 Contact Center, Omnichannel scenarios
Technologies
Microsoft Dynamics 365 Customer Service, Dataverse, Power Platform, AI Copilot
Responsibilities
Analyze existing customer service processes and define target states; Configure Dynamics 365 Customer Service based on functional requirements; Facilitate workshops and drive functional decisions; Support testing, acceptance, and rollouts; Evaluate and implement AI and automation tools.
Seniority
Senior, hands-on IC