Dynamics 365 Customer Service & Omnichannel Consultant at CNX

, , United States -

Full Time

Start Date

Immediate

Expiry Date

28 Mar, 26

Salary

140000.0

Posted On

28 Dec, 25

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Dynamics 365, Customer Service, Omnichannel, Case Management, Contact Center Operations, Routing Strategies, Multi-Channel Engagement, Workshops, Requirements Gathering, Configuration, Knowledge Management, Power Platform, Data Migration, Best Practices, Governance, Pre-Sales Activities

Industry

IT Services and IT Consulting

Description

Job Title: Dynamics 365 Customer Service & Omnichannel Consultant Job Description 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. 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 Experience facilitating workshops, documenting requirements, and designing functional solutions. Excellent communication and client-facing skills. 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). 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 01/02/2025 #LI-Remote #ConcentrixCatalyst #WFH Location: USA, NE, Work-at-Home Language Requirements: Time Type: Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature. If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law. For more information regarding your EEO rights as an applicant, please visit the following websites: •English •Spanish To request a reasonable accommodation please click here. If you wish to review the Affirmative Action Plan, please click here. Mission: Hi, we're Concentrix. We’re a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries. Company Overview: We power the brands of the future. Some call us a global technology and services leader. But we’re so much more. Human-centered, tech-powered, intelligence fuelled. Every day we’re busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it’s…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We’ve got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We’re the strategic thinkers who designbrand-defining experiences. The technologists & engineers who buildsmarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.

Responsibilities

The consultant is responsible for delivering functional consulting across Dynamics 365 Customer Service and Omnichannel workloads, working directly with clients to optimize case management and contact center operations. This includes designing and configuring features, implementing omnichannel capabilities, and collaborating with technical teams on integrations.