Dynamics 365 Customer Service & Omnichannel Consultant (English)

Summary

We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent. The Concentrix Technical Products and Services team is the driving force behind Concentrix’s transformation, data, and technology services. We integrate world-class digital engineering, creativity, and a deep understanding of human behavior to find and unlock value through tech-powered and intelligence-fueled experiences. We combine human-centered design, powerful data, and strong tech to accelerate transformation at scale. You will be surrounded by the best in the world providing market leading technology and insights to modernize and simplify the customer experience. Within our professional services team, you will deliver strategic consulting, design, advisory services, market research, and contact center analytics that deliver insights to improve outcomes and value for our clients. Hence achieving our vision. Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures.

Description

The Dynamics 365 Customer Service & Omnichannel Consultant is responsible for delivering functional consulting across the Dynamics 365 Customer Service and Omnichannel workloads. This role works directly with clients to design and optimize case management, contact center operations, routing strategies, and multi-channel engagement using Microsoft’s Customer Service and Omnichannel capabilities.

Responsibilities

• Lead workshops with business and contact center stakeholders to gather requirements related to Customer Service and Omnichannel processes.

• Design and configure Dynamics 365 Customer Service features including:

Case management

Queues and routing rules

SLAs and entitlements

Knowledge management

Customer Service workspace

• Implement Omnichannel capabilities such as:

Live chat

Voice

SMS and social channels

Unified routing

Workstreams, sessions, and agent scripts

Supervisor dashboards and real-time insights

• Define and optimize end-to-end customer interaction flows.

• Collaborate with technical teams on integrations (IVR/telephony, bots, backend systems), data migration, Power Automate flows, and custom solutions.

• Advise clients on best practices, governance, and the Microsoft Customer Service & Omnichannel roadmap.

• Assist in pre-sales activities by preparing demos and solution overviews when 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

Knowledge base

Omnichannel workstreams, channels, and unified routing

Agent experiences (Agent Workspace, Customer Service Workspace)

• Familiarity with Power Platform and Dataverse (Power Automate, Power Apps).

• Experience facilitating workshops, documenting requirements, and designing functional solutions.

• Excellent communication and client-facing skills.