D365 Field Service & Customer Service (CE) Consultant

Over deze functie

VACANCY 1: Senior Dynamics 365 Customer Service / CE Functional Consultant

Must-have experience
\- **Deep Dynamics 365 Customer Service expertise:** Strong experience with Cases, Customer Service Workspace, Queues, Routing, Activities, Email Management, SLAs, Entitlements, Knowledge Management and Operational Visibility.
\- **Hands-on configuration experience**
\- **Dataverse expertise**
\- **Standard-first mindset**
\- **International rollout experience**
\- **Omnichannel customer service expertise:** Experience with email, voice, chat and digital customer interaction channels, including routing, workload distribution and agent experience.
\- **Functional-technical fluency:** Comfortable working with developers and architects on integrations, APIs, Power Automate, plugins, JavaScript and solution design.
\- **Service process leadership:** Able to lead workshops, improve customer service processes and translate business needs into working Dynamics 365 solutions.

Background
\- 8+ years of Dynamics CRM / Dynamics 365 CE experience + 5+ years dedicated Dynamics 365 Customer Service experience.
\- Multiple end-to-end Customer Service implementations.
\- Experience with Dynamics 365 Contact Center / Omnichannel.
\- Exposure to platforms such as Genesys, Salesforce Service Cloud, ServiceNow CSM, Zendesk, NICE, Five9 or Amazon Connect.
\- Experience in multinational customer service or shared service environments.
\- Experience integrating Dynamics with ERP, telephony, identity or customer data platforms.
\- Microsoft Dynamics 365 and Power Platform certifications are a plus.

VACANCY 2: Senior Dynamics 365 Field Service Functional Consultant

Must-have experience
\- **Deep Dynamics 365 Field Service expertise:** Strong experience with Work Orders, Scheduling, Dispatching, Resources, Skills, Incident Types, Agreements, Inspections, Mobile and Schedule Board.
\- **Hands-on configuration experience**
\- **Planning & Scheduling expertise**
\- **Field Service Mobile expertise**
\- **Dataverse expertise**
\- **International rollout experience**
\- **ERP integration experience:** Experience integrating Dynamics 365 Field Service with SAP or another enterprise ERP platform.
\- **Service process leadership:** Able to drive workshops, improve service processes and guide business users through adoption.
\- **Ability to bridge** business, functional and technical stakeholders

Background
8+ years of Dynamics 365 / CRM experience and 5+ years dedicated Dynamics 365 Field Service experience.
Multiple end-to-end Field Service implementations.
Experience in manufacturing, industrial services, maintenance, OEM or technical service environments.
Experience with SAP-integrated service operations.
Experience with mobile technician deployments and large-scale rollouts.
Microsoft Dynamics 365 Field Service and Power Platform certifications are a plus.

Location: Antwerp (50% on site)
ENG / NL
Send your cv and we'll schedule a call!