Senior Dynamics 365 Customer Service Consultant — Remote

Arineo Group

Innsbruck

On-site

EUR 63,000 - 77,000

Full time

14 days+

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Job summary

Arineo Group is seeking a Senior Consultant to advance customer service processes using Microsoft Dynamics 365 Customer Service, Dataverse, and the Power Platform. You’ll analyze requirements, design functional solutions, and oversee their implementation with consultants, developers, and solution architects.

Your focus includes case management, SLAs, knowledge management, routing, and omnichannel workflows.

Qualifications

5+ years as a functional consultant in Dynamics 365 Customer Engagement focused on customer service.
Expertise in typical customer service processes: case management, SLAs, queues, knowledge management, routing.
Proficient in functional customization of Dynamics 365 CE; familiar with Dataverse, Flows, security models.
Consulting experience in client projects; able to facilitate workshops and structured requirements.
Understanding of integrations in Dynamics 365 with ERP, portals, contact center or other systems.
Familiar with AI solutions and open to new tools; strong communication with stakeholders.
Very good German and good English; willing to travel ~20%.

Responsibilities

Design and analyze customer service processes and target scenarios for clients.
Translate requirements into functional solutions and configure Dynamics 365 CE accordingly.
Facilitate workshops and provide technical leadership for projects.
Support go-lives, testing, acceptance, and rollouts; drive post‑go‑live improvements.
Explore AI, Copilot, and automation to improve knowledge and reduce workload.