Dynamics 365 Customer Service & Omnichannel Consultant

Dynamics 365 Customer Service & Omnichannel Consultant

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 include:

• Leading workshops with business and contact center stakeholders to gather requirements related to Customer Service and Omnichannel processes.
• Designing and configuring Dynamics 365 Customer Service features including: Case management, Queues and routing rules, SLAs and entitlements, Knowledge management, Customer Service workspace.
• Implementing Omnichannel capabilities such as: Live chat, Voice, SMS and social channels, Unified routing, Workstreams, sessions, and agent scripts, Supervisor dashboards and real-time insights.
• Defining and optimizing end-to-end customer interaction flows.
• Collaborating with technical teams on integrations (IVR/telephony, bots, backend systems), data migration, Power Automate flows, and custom solutions.
• Advising clients on best practices, governance, and the Microsoft Customer Service & Omnichannel roadmap.
• Assisting in pre-sales activities by preparing demos and solution overviews when required.

Qualifications include:

• 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.

The base salary range for this position is $106,000 - $140,000 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days. At Concentrix, we provide customer experience solutions that may involve handling sensitive data. As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.

The deadline to apply for this position is 12/04/2025.