Dynamics 365 Consultant (Contact Center)

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We are looking a Dynamics 365 Consultant/ Architect with Contact Center Experience: you'll be at the forefront of driving and transforming our clients' business applications and enabling agility through low code development. You'll engage closely with our clients, fostering technical and business relationships while developing innovative strategies that leverage state-of-the-art Microsoft technologies-including Dynamics 365 Contact Center-to maximize value and transform businesses.

Responsibilities

• You will drive positive Customer Satisfaction and become a trusted advisor to customers and partners by leveraging Microsoft Business Applications and D365 Contact Center implementation expertise to enable defined Customer Success Plan outcomes. You will actively listen and respectfully challenge to drive the best outcomes.
  
• You will provide feedback and insights from customers/partners back to the relevant MS teams including Product Groups, to enable continuous improvement across Dynamics 365 Contact Center capabilities.
  
• For Consumption (Cloud & Support) growth, you will develop opportunities to drive Customer Success business results by providing expertise/guidance to technical and business decision makers. This includes showcasing the value of D365 Contact Center features such as intelligent routing, voice and digital engagement, real-time analytics, and AI-powered agent assist.
  
• You will identify resolutions to issues blocking go-live or broad usage of projects by leveraging technical/functional/project management & business value subject matter expertise-including omnichannel deployment strategies, telephony integration, and workforce optimization within D365 Contact Center.
  
• You will identify growth opportunities as you leverage your knowledge of the products, services, and value propositions of Microsoft Business Applications and D365 Contact Center in customer/partner conversations to identify growth opportunities based on knowledge of customer/partner needs.
  
• You will drive continuous alignment and improvement of individual skills to better support and enable customers' and Microsoft's business goals, including staying current with D365 Contact Center roadmap, features, and best practices.
  
• Accelerate customer outcomes: Engage in relevant communities to share expertise, contribute to IP creation, prioritize IP re-use, and learn from others to help accelerate your customers' transformation journey-especially in modernizing customer service operations with D365 Contact Center.
  

Qualifications

Required Qualifications

• Bachelor's Degree in Computer Science, Information Technology, Engineering, Business or related field AND several years experience in cloud/infrastructure technologies, IT consulting/support, systems administration, network operations, software
  
• Proven experience in Dynamics 365.
  
• Proven experience in Dataverse
  
• development/support, technology solutions, practice development, architecture, and/or consulting OR equivalent experience:
  
• Deep technical expertise in Microsoft Dynamics 365 for Contact Center and Power Platform-preferably from Enterprise-scale architecture, implementation, and operations.
  
• Proven, relevant experience working in a customer-facing role (e.g., internal and/or external).
  
• Several years experience working on technical projects, including contact center modernization, omnichannel enablement, and AI-driven customer service solutions.
  

Preferred Qualifications

• Bachelor's or Master's Degree in Computer Science, Information Technology, Engineering, Business, or related field AND proven, relevant experience in cloud/infrastructure technologies, technology solutions, practice development, architecture, and/or consulting
  
• OR equivalent experience:
  
• Technical Certification in Cloud (e.g., Azure, AWS, Google) and familiarity with Microsoft certifications related to Dynamics 365 Contact Center.
  
• Experience with telephony integration (e.g., Azure Communication Services, Teams), IVR design, and real-time analytics in customer service environments.
  

• At Concentrix, we provide customer experience solutions that may involve handling sensitive data. As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.
  
• 
  The base salary range for this position is $ 106,087 - $140000 plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.
  
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  The deadline to apply for this position is 2/15/2025.