Senior Dynamics 365 Contact Center Consultant
Reply
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Benefits offered by this job
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
Education
Job description
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
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