Dynamics 365 CE Functional Consultant
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For an international organization, we are looking for a Senior Dynamics 365 Customer Service Functional Consultant who wants to play a key role in the further development and global rollout of a Dynamics 365 Customer Service platform. The focus is on designing, configuring, and optimizing a scalable service solution within a complex, multi-country, and multilingual environment.
You are an experienced Dynamics 365 specialist who not only advises, but also gets to work hands-on yourself. You configure Dynamics 365 Customer Service, actively work with Dataverse and translate complex service processes into sustainable solutions that make maximum use of standard Microsoft functionalities. The starting point is always: Standard First, Configure Second, Extend Only Where Justified.
Responsibilities
- Designing, configuring and optimizing end-to-end Customer Service processes within Dynamics 365.
- Create and customize Dataverse tables, relationships, fields, forms, and other model-driven components.
- Organizing and supervising workshops with business stakeholders.
- Translating business requirements into functional designs, user stories and acceptance criteria.
- Developing proof-of-concepts and validating solutions with the business.
- Supporting international roll-outs, UAT, training, cutover and hypercare.
Must-have expertise
- In-depth experience with Dynamics 365 Customer Service / Customer Engagement.
- Strong knowledge from case management, Customer Service Workspace, queues, routing, SLAs, entitlements, knowledge management en omnichannel customer service.
- Hands-on experience with Dataverse, including data modeling, security, forms, views and business rules.
- Experience with omnichannel service processes via email, telephony, chat, and digital channels.
- Ability to critically analyze and simplify business processes.
- International deployment and rollout experience in multi-country, multi-site and multilingual environments.
- Good technical knowledge of the Dynamics 365 architecture and the Power Platform to collaborate efficiently with technical teams.
Profile Sought
- At least approximately 8 years of experience within Dynamics CRM / Dynamics 365 CE.
- At least 5 years of recent hands-on experience with Dynamics 365 Customer Service.
- Successfully delivered multiple end-to-end implementations.
- Experience with global implementations and governance of global templates.
- Strong communicator who can interact with both business and technical stakeholders.
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