Dynamics 365 CCaaS & Omnichannel Solutions Lead

GiGa-Ops Global Solutions; United States; Vor Ort; USD 140.000 - 180.000; Vollzeit

Zusammenfassung

GiGa-Ops Global Solutions seeks a Senior Dynamics 365 Contact Center Functional Consultant to lead enterprise CCaaS solutions, configure Omnichannel Customer Service, and guide customer engagements from discovery through deployment.

The role emphasizes design, collaboration with stakeholders, and leveraging Power Platform and Copilot to optimize agent productivity and customer experience.

Qualifikationen

• Bachelor's degree in CS, IS, business or related field.
• 5+ years of Microsoft Dynamics 365 Customer Service experience.
• 3+ years implementing CCaaS solutions.
• Strong documentation and communication skills.
• Experience leading customer workshops.

Aufgaben

• Lead client discovery workshops and document requirements.
• Translate business needs into Microsoft Dynamics 365 Contact Center solutions.
• Design CCaaS configurations including voice routing, queues, IVR.
• Support UAT and production deployments.
• Mentor junior consultants and assist pre-sales teams.

Kenntnisse

Executive presentation skills

Consulting mindset

Customer-facing communication

Leadership and mentoring

Analytical thinking

Team collaboration

Self-driven and proactive

Strong documentation

Ausbildung

Bachelor's degree in Computer Science, Information Systems, Business, or related field

Tools

Dynamics 365

Power Platform

Copilot Studio

Power Automate

Dataverse

Azure OpenAI

Jobbeschreibung

GiGa-Ops Global Solutions seeks a Senior Dynamics 365 Contact Center Functional Consultant to lead enterprise CCaaS solutions, configure Omnichannel Customer Service, and guide customer engagements from discovery through deployment.

The role emphasizes design, collaboration with stakeholders, and leveraging Power Platform and Copilot to optimize agent productivity and customer experience.