Dynamics 365 Contact Center Project Manager & BA

The Member Company; Milano; On-site; EUR 60,000 - 90,000; Full time

Job summary

TMC is seeking a Dynamics 365 Project Lead/Business Analyst to drive CRM and Contact Center initiatives in Milan. You will gather requirements from business stakeholders, translate them into user stories and specifications, and coordinate cross-functional teams to deliver solutions.

Working with IT, vendors and operations, you will support testing, training, adoption, and reporting, ensuring that Dynamics 365 capabilities are adopted across voice, chat, email channels and case management.

Responsibilities

• Manage and coordinate Microsoft Dynamics 365 projects related to Contact Center, Customer Service and CRM processes.
• Collect, analyze and document business requirements, translating them into user stories, functional specifications and project deliverables.
• Support process mapping and gap analysis across customer interaction flows, including voice, chat, email, routing, case management and agent productivity.
• Coordinate project timelines, milestones, risks, open points and dependencies, ensuring timely follow-up with business, technical and vendor teams.
• Contribute to testing, UAT, training and adoption activities, preparing documentation, status updates and reporting materials for stakeholders.

Job description

TMC is seeking a Dynamics 365 Project Lead/Business Analyst to drive CRM and Contact Center initiatives in Milan. You will gather requirements from business stakeholders, translate them into user stories and specifications, and coordinate cross-functional teams to deliver solutions.

Working with IT, vendors and operations, you will support testing, training, adoption, and reporting, ensuring that Dynamics 365 capabilities are adopted across voice, chat, email channels and case management.