Senior Consultant Microsoft Dynamics 365 Customer Service (all genders)

Arineo Group; Hamburg; Hybrid; EUR 63,000 - 77,000; Full time

Job summary

Arineo Group sucht einen erfahrenen Senior Consultant im Bereich Dynamics 365 Customer Service. Sie analysieren Anforderungen, gestalten funktionale Lösungen und übernehmen die Implementierungsleitung in Projekten.

In enger Zusammenarbeit mit Beratern, Entwicklern und Lösungsarchitekten gestalten Sie Serviceprozesse, SLAs, Queue-Management und Knowledge-Management. Sie arbeiten an modernen Kundendienst-Szenarien, einschließlich Omnichannel und Automatisierung, und unterstützen Go-Lives sowie

Qualifications

• 5+ Jahre Erfahrung als funktionaler Berater im Microsoft Dynamics 365 Customer Engagement Umfeld, Schwerpunkt Kundendienst.
• Vertraut mit typischen Kundendienstprozessen wie Fallmanagement, SLAs, Warteschlangen, Wissensmanagement, Routing.
• Fähigkeit zur funktionalen Anpassung von Dynamics 365 CE; Kenntnisse in Dataverse, Flows, Sicherheitsmodellen, Datenstrukturen.
• Erfahrung in der Durchführung von Workshops, Anforderungsstrukturen und Lösungsdesign; klare, lösungsorientierte Kommunikation.
• Kenntnisse von Integrationsszenarien im Dynamics-Umfeld (ERP, Portale, Contact Center, Drittanbietersysteme).
• Bereitschaft zur Reise ca. 20% der Zeit.
• Kenntnisse zu AI-Lösungen, Nutzung im Arbeitsalltag, Offenheit gegenüber neuen Tools.

Responsibilities

• Konzeption von Kundendienstprozessen und Ableitung realistischer Ziel-Szenarien.
• Übersetzung von Geschäftsanforderungen in funktionale Lösungen und Konfiguration von Dynamics 365 Customer Service.
• Leitung von Workshops und technischer Leadership für Projekte; Abstimmung mit Beratung, Entwicklung und Architektur.
• Unterstützung von Go-Live-Phasen, Tests, Abnahmen und Rollouts; Nachbereitung für Weiterentwicklung.
• Erkundung neuer Technologien (AI, Copilot, Automatisierung) zur Optimierung von Wissensmanagement und Abläufen.

Skills

Dynamics 365 Beratung

Kundendienstprozesse

Funktionale Anpassung

Workshops leiten

AI & neue Technologien

Deutsch fließend

Englisch Grundkenntnisse

Tools

Dataverse

Power Platform

Dynamics 365 Customer Service

Job description

Type of Employment
Fulltime

Possible offices

• Remote in Germany,
• Göttingen,
• Munich,
• Butzbach,
• Hamburg,
• Düsseldorf,
• Bielefeld,
• Chemnitz,
• Nuremberg-Fürth,
• Aachen,
• Bremen,
• Paderborn

Start date

Available by arrangement

Salary

starting at € 70.000

Your mission

Good customer service requires clear processes and digital solutions that work in everyday operations. That’s exactly what you’ll be working on at Arineo: You’ll help companies further develop their customer service processes using Microsoft Dynamics 365 Customer Service, Dataverse, and the Power Platform. As a Senior Consultant, you’ll analyze requirements, design functional solutions, and oversee their implementation throughout the project. In doing so, you’ll work closely with consultants, developers, and solution architects, facilitate workshops with clients, and take technical responsibility for solution areas or subprojects. Your focus will be on modern customer service scenarios: from case management, SLAs, and queues to knowledge management and automation, all the way to contact center and omnichannel processes.

• Designing customer service processes: You’ll analyze existing customer service processes and work with our clients to develop viable target scenarios. This includes, for example, service requests, case handling, escalations, routing, knowledge management, and collaboration within the service team.
• Implementing solutions with Dynamics 365 Customer Service: You’ll translate business requirements into functional solutions and configure Microsoft Dynamics 365 Customer Service. In doing so, you’ll take into account processes, data models, permissions, automations, and integrations with adjacent systems.
• Facilitate workshops and provide technical leadership for projects: You’ll structure requirements, facilitate process and design workshops, and drive technical decisions forward. During implementation, you’ll work with the project team to ensure that consulting, development, and architecture work well together.
• Support go-lives and further development: You’ll oversee testing, acceptance, and rollouts, while ensuring that the solution functions effectively in day-to-day customer service operations. Even after the go-live, you’ll identify opportunities for further development and contribute your experience.
• Making effective use of new technologies: You’ll explore AI, Copilot, and automation in customer service. In doing so, you examine how to make better use of knowledge, simplify processes, and reduce the workload for service teams in their day-to-day operations.

Your profile

• Experience in Dynamics 365 consulting: You have 5+ years of experience as a functional consultant in the Microsoft Dynamics 365 Customer Engagement environment, with a focus on customer service.
• Expertise in customer service: You are familiar with typical customer service processes and features such as case management, SLAs, queues, knowledge management, routing, and escalations.
• Proficiency in functional customization: You are proficient in functional customization of Dynamics 365 CE. You are familiar with Dataverse, Flows, security models, data structures, and model-driven apps.
• Consulting expertise in client projects: You have facilitated workshops, structured requirements, and developed solution designs. In doing so, you communicate clearly, professionally, and in a solution-oriented manner with various stakeholders.
• Understanding of integrations: You are familiar with typical integration scenarios in the Dynamics 365 environment, such as with ERP systems, portals, contact center solutions, or other third-party systems.
• Working with AI & new technologies: You are familiar with AI solutions, actively use them in your daily work, and are open to new tools and methods.
• Languages & Willingness to Travel: You have very good German and good English skills and are willing to travel as needed—approximately 20 percent of the time.

Desirable

• Power Platform and Contact Center: Experience with Power Automate, model-driven apps, Microsoft Dynamics 365 Contact Center, or omnichannel scenarios is a plus.