Verified Job
Work from home
D365 Customer Experience
Work from home
#452294
Remote / WFH
Job Description
The D365 Customer Experience role is pivotal in the organization as it involves leveraging Microsoft Dynamics 365 to enhance customer interactions, streamline processes, and drive business growth. The role requires in-depth knowledge of D365 CE applications and their implementation to ensure superior customer experiences and increased operational efficiency.
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 Omni-channel 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
• Bachelor's 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 problem-solving skills
• Experience in data migration and integration
Skills: crm,business analysis,data migration,project management,customer experience,microsoft,dynamics,case,integration,unified communications,microsoft dynamics 365,option pricing models,contact center strategy
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 Omni-channel 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
• Bachelor's 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 problem-solving skills
• Experience in data migration and integration
Skills: crm,business analysis,data migration,project management,customer experience,microsoft,dynamics,case,integration,unified communications,microsoft dynamics 365,option pricing models,contact center strategy
