D365 Customer Experience
D365 Customer Experience
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Salary Not Disclosed
1 Vacancy
Job Description
Key Responsibilities:
- Analyze and understand customer requirements collaborating with Microsoft to design solutions and provide assurance to the MS D365 Customer Experience team regarding our capabilities.
- Demonstrate expertise in key features such as agent handoff queue management multilingual support routing proactive notifications and broadcasting.
- Specialize in integrating and managing Omnichannel solutions within D365 ensuring seamless and consistent customer service experiences across various communication channels (chat voice social media email etc.).
- Lead the implementation and configuration of Dynamics 365 Contact Center Management ensuring optimal use for customer service and integration with other systems and tools.
- Manage Case Management systems within D365 ensuring efficient case handling resolution processes and proper escalation procedures.
- Customize Dynamics 365 applications to align with specific business requirements.
- Maintain effective communication with internal and external stakeholders
Required Qualifications:
- Bachelors degree in Computer Science Information Technology or a related field
- MCP or MCSE certification in Dynamics 365 Customer Engagement
- Proven 5 Years experience in implementing and customizing D365 CE
- Proven experience in Dynamics 365 Customer Service.
- Familiarity with Unified Communication as a Service (UCaaS).
- Knowledge on D365 Contact Center D365 Copilot Pricing Model
- Proficiency in CRM technologies and understanding of sales and marketing processes
- Strong analytical and problemsolving skills
- Experience in data migration and integration
escalation procedures,customer interactions,option pricing models,microsoft dynamics 365,business analysis,routing,queue management,agent handoff,operational efficiency,multilingual support,d365 ce applications,unified communications,resolution processes,integration,case,proactive notifications,contact center strategy,customer experience,broadcasting,contact center management,dynamics,omni-channel solutions,business growth,microsoft,sales and marketing processes,crm,crm technologies,customer experiences,case handling,data migration,project management
Employment Type
Full Time
