Remote Senior Dynamics 365 Customer Service Consultant

Arineo Group

Wien

Remote

EUR 70,000 - 90,000

Full time

14 days+

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Job summary

Arineo Group in Austria (Vienna, with remote options) is seeking a Senior Consultant to help clients evolve their customer service using Microsoft Dynamics 365 Customer Service, Dataverse, and the Power Platform. You’ll analyze requirements, design functional solutions, and oversee implementation with consultants, developers and architects.

The role focuses on modern CS: case management, SLAs, queues, knowledge management, and omnichannel processes.

Qualifications

5+ years as a functional consultant in Dynamics 365 Customer Engagement.
Expertise in customer service processes incl. case management, SLAs, queues.
Proficient in functional customization of Dynamics 365 CE.
Experience facilitating workshops and guiding requirements with stakeholders.
Strong communication and solution-oriented collaboration with clients.
Willingness to travel approx. 20% of the time.

Responsibilities

Design customer service processes and target scenarios with clients.
Translate business requirements into functional Dynamics 365 Customer Service solutions.
Provide technical leadership and drive decisions within projects.
Oversee go-lives, testing, acceptance, and rollout activities.
Explore AI, Copilot, and automation to improve knowledge and processes.