D365 Customer Service Architect - Transform & Elevate CX
Airswift
Get a reply from this recruiter — a resume and cover letter tailored to exactly what they’re hiring for.
Job summary
Airswift is seeking a Functional Architect for D365 Customer Service in Jakarta to lead the design and delivery of customer service transformations. You will configure Omnichannel, digital engagement, and case management while shaping integration approaches across CTI and related platforms.
The role requires strong D365 Customer Service and D365 CE experience, plus ability to work with stakeholders to validate journeys and unify fragmented applications within a large-scale program.
Qualifications
- Experience with D365 Customer Service and D365 CE.
- Experience with case lifecycle management, routing, SLA configuration, entitlements, and knowledge management.
- Exposure to live chat, digital messaging, and unified agent desktop capabilities; understanding of CTI.
Responsibilities
- Own the functional design for D365 Customer Service solutions.
- Configure D365 Omnichannel, digital engagement, unified agent desktop, and case management capabilities.
- Design the integration approach across CTI and related customer interaction platforms.
- Map contact-centre improvement initiatives to D365 features and capabilities.
- Validate customer service journeys with business users and stakeholders.
- Support the consolidation of fragmented applications into a more unified customer service environment.
Skills
Tools
Job description
Airswift is seeking a Functional Architect for D365 Customer Service in Jakarta to lead the design and delivery of customer service transformations. You will configure Omnichannel, digital engagement, and case management while shaping integration approaches across CTI and related platforms.
The role requires strong D365 Customer Service and D365 CE experience, plus ability to work with stakeholders to validate journeys and unify fragmented applications within a large-scale program.
'/%3e%3cpath%20d='M101.744%2012.4726L102.894%2016.1947L99.0021%2013.2201L101.744%2012.4726ZM105.3%208.40937H100.488L99.0026%203.59473L97.5116%208.41047L92.7%208.40385L96.5965%2011.3834L95.1055%2016.1942L99.0021%2013.2196L101.408%2011.3834L105.3%208.40992V8.40937Z'%20fill='white'/%3e%3cdefs%3e%3clinearGradient%20id='paint0_linear_5593_1381'%20x1='90'%20y1='9.44471'%20x2='99'%20y2='9.44471'%20gradientUnits='userSpaceOnUse'%3e%3cstop%20stop-color='%2300AD70'/%3e%3cstop%20offset='0.998594'%20stop-color='%2300B67A'/%3e%3cstop%20offset='1'%20stop-color='%23DCDCE6'/%3e%3c/linearGradient%3e%3c/defs%3e%3c/svg%3e){kind=small}
