Senior Dynamics 365 CS Analyst - AI-Driven CRM Solutions

OpenKrill; United States; Sur place; USD 110 000 - 160 000; Plein temps

Avantages offerts par ce poste

Premium Healthcare

Meal voucher

Maternity and Parental leaves

Mobile services subsidy

Sick pay-Life insurance

CI&T University

Colombian Holidays

Paid Vacations

Résumé du poste

CI&T is seeking a Senior Business Analyst to lead the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. You will bridge business needs and technology to drive end-to-end case management implementations.

You will facilitate requirements gatherings, design workflows, and collaborate with developers, architects, and product owners to ensure compliant, value-driven configurations. English fluency required for client interactions.

Qualifications

• Experience as a Business Analyst on Dynamics 365 Customer Service with Case Management focus.
• Strong English communication with clients and stakeholders at all levels.
• Experience eliciting requirements for CRM implementations, data models and process flows.

Responsabilités

• Lead requirements gathering and analysis sessions for case management processes in Dynamics 365.
• Design and optimize case management workflows, routing rules, queues and BPFs.
• Translate requirements into functional specs for SLAs, entitlements and knowledge base integration.
• Collaborate with developers, architects and product owners to align configurations with objectives.
• Advise on best practices for case management within Dynamics 365 and Copilot-assisted features.
• Document processes and specifications for governance and continuous CRM improvement.
• Facilitate workshops, sprint ceremonies and stakeholder reviews throughout the project.

Connaissances

English communication

Requirements gathering

Agile methodologies

CRM implementation

Dynamics 365

GitHub Copilot

Outils

Microsoft Dynamics 365

GitHub Copilot

Description du poste

CI&T is seeking a Senior Business Analyst to lead the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. You will bridge business needs and technology to drive end-to-end case management implementations.

You will facilitate requirements gatherings, design workflows, and collaborate with developers, architects, and product owners to ensure compliant, value-driven configurations. English fluency required for client interactions.