Senior Functional Consultant – Dynamics 365 Ce

HCLTech; Sevilla; A distancia; EUR 50.000 - 70.000; Jornada completa

Descripción de la vacante

A leading tech company in Sevilla seeks a Senior Functional Consultant specializing in Microsoft Dynamics 365 Customer Service. The role involves designing omnichannel service experiences and requires at least 4 years of experience in Dynamics 365. Benefits include a permanent contract, competitive salary, and health insurance from day one. Join us to innovate and excel in technology.

Servicios

Private health insurance

Life insurance

Meal vouchers

Remote work options

Formación

• 4+ years in Dynamics 365 CE, with at least 2 years in Customer Service Workspace.
• Experience configuring Omnichannel for Customer Service, including at least 3 channels.
• Strong understanding of case lifecycle, routing logic, and agent productivity tools.

Responsabilidades

• Design tailored experiences for service agents.
• Lead workshops to gather requirements and translate them into functional specifications.
• Configure and extend core Customer Service modules.

Conocimientos

Dynamics 365 CE

Customer Service Workspace

Omnichannel configuration

Stakeholder management

Agile methodologies

Educación

Microsoft Certifications in Dynamics 365 Customer Service

Herramientas

Power Automate

Power Apps

Descripción del empleo

We are HCLTech, one of the fastest-growing large tech companies in the world, with over 222,000 employees across 60 countries. We focus on Digital, Engineering, and Cloud services, fostering an environment of diversity, creativity, and passion. We strive to help our employees excel and innovate. If this environment resonates with you, join us in advancing technology through innovation and creativity.

Role & Responsibilities

We are seeking an experienced Senior Functional Consultant with deep expertise in Microsoft Dynamics 365 Customer Service, focusing on Customer Service Workspace. The candidate will design, configure, and deliver omnichannel service experiences, working closely with stakeholders to develop scalable D365 CE solutions that ensure seamless communication and service processes.

Key Responsibilities

1. Act as the subject matter expert on Customer Service Workspace, designing tailored experiences for service agents.
2. Lead workshops to gather requirements and translate them into functional specifications and solution designs.
3. Configure and extend core Customer Service modules, including case management, queues, SLAs, entitlements, and knowledge management.
4. Implement and optimize Customer Engagement and Service Channels, ensuring an integrated customer journey.
5. Configure Customer Profile and Interaction Management for a 360° view of customer interactions.
6. Set up and automate Email and LiveChat configurations, including templates and rules.
7. Implement WhatsApp integration aligning with business needs.
8. Build WebForms for capturing leads or service requests.
9. Define and implement Unified Routing rules for channel assignment and agent availability.
10. Support Voice Integration with telephony platforms, including IVR and call handling.
11. Configure Social Engagement channels like Twitter, Facebook, and Instagram.
12. Assist in Qualification Management for leads and cases with intelligent rules and routing.
13. Collaborate with technical teams throughout project lifecycle.
14. Create documentation, including solution designs and training materials.

Required Skills and Experience

• 4+ years in Dynamics 365 CE, with at least 2 years in Customer Service Workspace.
• Experience configuring Omnichannel for Customer Service, including at least 3 channels such as LiveChat, Email, WhatsApp, Voice, or Social Media.
• Strong understanding of case lifecycle, routing logic, and agent productivity tools.
• Experience configuring Unified Routing with custom rules.
• Familiarity with Power Platform components (Power Automate, Power Apps).
• Knowledge of WebForms setup via Power Pages or third-party portals.
• Excellent stakeholder management and communication skills.
• Functional understanding of integrations with external systems like telephony or social platforms.
• Proven ability to work in Agile or hybrid delivery models.

Desirable Qualifications

• Microsoft Certifications in Dynamics 365 Customer Service (MB-230).
• Exposure to Process Mining, Customer Insights, or Power Virtual Agents.
• Experience with industry-specific customer service scenarios.

Language & Benefits

English proficiency at C1 level. Permanent contract, competitive salary, private health and life insurance from day one, remote work options, meal vouchers, and a commitment to diversity and equal opportunity.

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