Concentrix - CA
Dynamics 365 Customer Service & Omnichannel Consultant (English)
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Job Description
- Req#: R1681234
Employer Industry: Technology Services
Why consider this job opportunity:
- Opportunity for career advancement and growth within a globally recognized firm
- Work remotely with flexible scheduling options
- Be part of an award-winning culture recognized as one of the "World's Best Workplaces"
- Engage in strategic consulting and innovative technology solutions that enhance customer experiences
- Collaborate with industry experts and be at the forefront of digital transformation
What to Expect (Job Responsibilities):
- Lead workshops with business and contact center stakeholders to gather requirements for Customer Service and Omnichannel processes
- Design and configure Dynamics 365 Customer Service features, including case management and routing rules
- Implement Omnichannel capabilities, such as live chat, voice, SMS, and social channels
- Define and optimize end-to-end customer interaction flows
- Collaborate with technical teams on integrations, data migration, and custom solutions
What is Required (Qualifications):
- 8-10 years of experience implementing Dynamics 365 Customer Service and/or Omnichannel solutions
- Strong functional understanding of contact center operations, case management, and multi-channel communication processes
- Hands-on experience configuring queues, routing rules, SLAs, and knowledge bases
- Familiarity with Power Platform and Dataverse, including Power Automate and Power Apps
- Excellent communication and client-facing skills
How to Stand Out (Preferred Qualifications):
- Experience facilitating workshops and documenting requirements
- Proven ability to design functional solutions for complex customer service environments
#TechnologyServices #CustomerExperience #RemoteWork #CareerGrowth #Consulting
"We prioritize candidate privacy and champion equal-opportunity employment. Central to our mission is our partnership with companies that share this commitment. We aim to foster a fair, transparent, and secure hiring environment for all. If you encounter any employer not adhering to these principles, please bring it to our attention immediately. We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer."About the company
Concentrix,is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands.
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