Dynamics 365 Customer Service & Omnichannel Consultant

Location:

United States Of America

Language:
English

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We’re Concentrix, the intelligent transformation partner that powers the world’s best brands. We combine human‑centered design, powerful data, and strong tech to accelerate transformation  this role you’ll help modernize and simplify the customer experience by delivering strategic consulting and design services across our technical products and solutions.

The Dynamics 365 Customer Service & Omnichannel Consultant delivers functional consulting across the Dynamics 365 Customer Service and Omnichannel workloads. The 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.

• 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 such as case management, queues and routing rules, SLAs and entitlements, knowledge management, and the Customer Service workspace.
• Implement Omnichannel capabilities including live chat, voice, SMS, social channels, unified routing, work streams, sessions, agent scripts, supervisor dashboards, and real‑time insights.
• Define and optimize customer interaction flows end‑to‑end.
• 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.

• 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 work streams, channels, 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 aligned with individual and company performance. Benefits available to eligible employees include medical, dental, and vision insurance, a comprehensive employee assistance program, a 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. All candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.

The Final date to receive applications for this position is 01/22/2025.