Microsoft Dynamics Contact Center Senior Consultant

Reply; Katowice; Hybrid; PLN 180,000 - 240,000; Full time

Benefits offered by this job

Motivizer Benefits Platform

Language Courses

Training opportunities

Internal community & events

Job summary

Reply in Katowice is seeking a Senior Consultant with strong hands-on experience in Microsoft Dynamics 365 Contact Center to lead the functional and technical implementation of a modern omnichannel contact center platform. The role excludes deep voice or telephony architecture.

You will configure, route, queue and manage cases, integrate with CRM systems, and act as a senior delivery consultant while supporting testing, go-live and hypercare, plus provide thorough documentation and knowledge

Qualifications

• Completed degree in computer science, mathematics, physics, or a related field.
• Strong hands-on experience with Microsoft Dynamics 365 Customer Service / Contact Center.
• Solid understanding of omnichannel concepts (digital channels, workload, routing).
• Experience in enterprise CRM and contact center implementations.
• Structured, solution-oriented working style.
• Very good Polish and English skills; German is a plus.
• Open to hybrid work, with 1 day per month at our Katowice office.

Responsibilities

• Configure and implement Microsoft Dynamics 365 Contact Center features.
• Design and implement routing, queues, and case management concepts.
• Support integration with surrounding CRM and business systems.
• Act as senior delivery consultant within the project team.
• Support testing, go-live and hypercare phases.
• Create documentation and support knowledge transfer.

Skills

Dynamics 365 CS

Omnichannel

CRM integration

Structured thinking

Polish/English

German a plus

Education

Degree in computer science / mathematics / physics or related field

Job description

We are looking for a Senior Consultant with strong hands-on experience in Microsoft Dynamics 365 Contact Center. The role focuses on the functional and technical implementation of a modern omnichannel contact center platform, excluding deep voice or telephony architecture

Responsibilities

• Configure and implement Microsoft Dynamics 365 Contact Center features.


• Design and implement routing, queues, and case management concepts.


• Support integration with surrounding CRM and business systems.


• Act as senior delivery consultant within the project team.


• Support testing, go-live and hypercare phases.


• Create documentation and support knowledge transfer.

Benefits

• Motivizer Benefits Platform to choose and manage all your benefits in one place. You receive a budget (550 PLN monthly). You can choose medical care package, meal tickets, sports cards (we have Multisport and on preferential terms, we have membership cards to one of the most popular Gyms), cinema tickets, shop vouchers, discounts and many more.


• Language Courses – you'll have access to a multi-language learning platform enabling you to practice you language skills and learn new ones!


• Regular and systematic further training opportunities - both internally and from external providers. We support your ongoing learning and development.


• Cooperation within an internal community is our everyday reality. We have networking events, coding challenges, and company parties for different occasions.

Qualifications

• Successfully completed a degree in computer science, mathematics, physics, or a comparable field of study.


• Strong hands-on experience with Microsoft Dynamics 365 Customer Service / Contact Center.


• Solid understanding of omnichannel concepts (digital channels, workload, routing).


• Experience in enterprise CRM and contact center implementations.


• Structured, solution-oriented working style.


• Very good Polish and English skills; German is a plus.


• Open to hybrid work, with 1 day per month at our Katowice office.

Nice to have:

• Experience in manufacturing or industrial enterprises.


• Microsoft Dynamics 365 certifications.


• Experience working in agile project environments.

Develop yourself and the digital future – at Reply!

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply’s services include Consulting, System Integration, and Digital Services.