Dynamics 365 PM & BA — Contact Center Transformation

TMC; Milano; In loco; EUR 31.000 - 37.000; Tempo pieno

Vantaggi offerti da questo lavoro

Profit sharing

Learning budget €4,000 net

Welfare allowance

Descrizione del lavoro

TMC is seeking a Project Manager / Business Analyst to support Dynamics 365 projects focused on Contact Center and CRM processes. You will gather requirements, map business processes and coordinate activities with business and IT teams to ensure successful adoption of capabilities across channels.

The role requires strong analytical and communication skills, experience with CRM projects, and a willingness to travel.

Competenze

• Master’s degree in Management Engineering, Computer Science or a related field.
• 2–5 years of experience as Project Manager, Business Analyst, Functional Analyst or Consultant on CRM, Contact Center or digital transformation projects.
• Knowledge of Microsoft Dynamics 365, preferably Contact Center or CRM-related modules.
• Understanding of Contact Center processes and customer service operations, including omnichannel interactions, case management, routing, agent workflows and reporting.
• Ability to gather requirements, run workshops, map business processes and translate needs into clear functional documentation.
• Knowledge of project management methodologies such as Agile, Waterfall or hybrid approaches.
• Strong communication skills and ability to interact with business users, IT teams and project stakeholders.
• Familiarity with tools such as Microsoft Office, Teams, Azure DevOps, Jira, Confluence, Microsoft Project or similar platforms is considered a plus.
• Fluent Italian and English.
• Willingness to travel and relocate will be considered a plus.

Mansioni

• 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.

Conoscenze

Communication skills

Analytical thinking

Requirements gathering

Stakeholder management

Formazione

Master’s degree in Management Engineering, Computer Science or related field

Strumenti

Microsoft Dynamics 365

Azure DevOps

Jira

Confluence

Microsoft Project

Descrizione del lavoro

TMC is seeking a Project Manager / Business Analyst to support Dynamics 365 projects focused on Contact Center and CRM processes. You will gather requirements, map business processes and coordinate activities with business and IT teams to ensure successful adoption of capabilities across channels.

The role requires strong analytical and communication skills, experience with CRM projects, and a willingness to travel.