Functional Architect – D365 Customer Service

Airswift; Jakarta Selatan; On-site; IDR 600,000,000 - 1,000,000,000; Full time

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

D365 Customer Service

D365 CE

Functional architecture

Solution design

CTI integration

Omnichannel

Case lifecycle management

Knowledge management

Live chat / digital messaging

Screen-pop integration

Bahasa language capability

Availability in Indonesia

Tools

Genesys

CTI

Job description

Functional Architect - D365 Customer Service opportunity offers the chance to play a key role in shaping customer service transformation through D365 Customer Service, Omnichannel, digital engagement, and case management. The Functional Architect - D365 Customer Service will work within a technically complex environment focused on improving customer journeys, operational efficiency, and service outcomes. This Functional Architect - D365 Customer Service position is well suited to professionals with strong functional design expertise across D365 CE and customer service operations.

Key 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

Core Requirements:

• Strong hands-on experience with D365 Customer Service
• Strong functional experience across D365 CE
• Ability to support customer service transformation through functional architecture and solution design
• 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 and screen-pop integration approaches
• Bahasa language capability
• Availability in Indonesia

Preferred Experience:

• Experience with Genesys integration or related contact-centre technologies
• Knowledge of Omnichannel within D365 environments
• Background in insurance-related environments
• Familiarity with complaint handling frameworks
• Exposure to contact-centre metrics such as AHT, FCR, and NPS improvement
• Experience supporting bilingual contact-centre design

This Functional Architect - D365 Customer Service role is a strong opportunity for candidates seeking a technically focused position within a large-scale transformation setting. The Functional Architect - D365 Customer Service will contribute to a business-critical programme centred on customer service capability, platform improvement, and functional solution delivery.