If you’re fluent in English and Spanish and you know how to lead Dynamics 365 Customer Service and Omnichannel implementations, this role is a strong fit. You’ll run client workshops, design contact center and case management solutions, and help organizations deliver smoother multi-channel customer experiences.
About Concentrix
Concentrix is a global technology and services leader that supports major brands through tech-powered transformation and customer experience solutions. Their Technical Products and Services team delivers consulting and implementation services that modernize how customers interact, transact, and get support.
Schedule
- Remote: United States
- Language: Professional fluency required in English and Spanish
- Work style: Client-facing workshops, solution design, and collaboration with technical delivery teams
- Hiring note: Background check required due to sensitive data handling
What You’ll Do
- Lead workshops with business and contact center stakeholders to gather requirements for Customer Service and Omnichannel processes
- Design and configure Dynamics 365 Customer Service capabilities, including:
- Case management
- Queues and routing rules
- SLAs and entitlements
- Knowledge management
- Customer Service workspace
- Implement Omnichannel features and channels, including:
- Live chat
- Voice
- SMS and social channels
- Unified routing
- Workstreams, sessions, and agent scripts
- Supervisor dashboards and real-time insights
- Define and optimize end-to-end customer interaction flows
- Partner with technical teams on integrations (IVR/telephony, bots, backend systems), data migration, Power Automate flows, and custom solutions
- Advise clients on best practices, governance, and Microsoft’s Customer Service & Omnichannel roadmap
- Support pre-sales when needed by preparing demos and solution overviews
What You Need
- Professional fluency in English and Spanish
- 8–10 years implementing Dynamics 365 Customer Service and/or Omnichannel solutions
- Strong functional understanding of contact center operations, case management, and multi-channel communications
- Hands-on configuration experience with:
- Queues, routing rules, and SLAs
- Knowledge base
- Omnichannel workstreams, channels, and unified routing
- Agent experiences (Agent Workspace, Customer Service Workspace)
- Familiarity with Power Platform and Dataverse (Power Automate, Power Apps)
- Experience facilitating workshops, documenting requirements, and designing functional solutions
- Strong client-facing communication and stakeholder management skills
Benefits
- Base salary range: $95,859–$115,000 plus incentives
- Medical, dental, and vision insurance (eligible employees)
- Employee assistance program (EAP)
- 401(k) retirement plan
- Paid time off and holidays
- Paid learning days
Apply deadline: 01/27/2025.
If you can run the room, translate business pain into solid D365 configuration, and keep delivery moving across languages, this role is made for you.
Happy Hunting,
~Two Chicks…