Dynamics 365 Customer Service & Omnichannel Consultant

Information Technology

Job Title:

Job Description

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

• 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).
• 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

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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.

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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.

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