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Concentrix · 1 month ago

Dynamics 365 Customer Service & Omnichannel Consultant

United States

Full-time

Remote

Senior Level, Lead/Staff

$106K/yr - $140K/yr

8+ years exp

Concentrix is a global technology and services leader that powers the world’s best brands. The Dynamics 365 Customer Service & Omnichannel Consultant is responsible for delivering functional consulting across the Dynamics 365 Customer Service and Omnichannel workloads, working directly with clients to optimize their customer service and engagement strategies.

Customer ServiceInformation TechnologyOutsourcingSalesUX Design

H1B Sponsor Likely

Responsibilities

Experience facilitating workshops, documenting requirements, and designing functional solutions

Excellent communication and client-facing skills

Lead workshops with business and contact center stakeholders to gather requirements related to Customer Service and Omnichannel processes

Design and configure Dynamics 365 Customer Service features including:

Case management

Queues and routing rules

SLAs and entitlements

Knowledge management

Customer Service workspace

Implement Omnichannel capabilities such as:

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

Collaborate 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 the Microsoft Customer Service & Omnichannel roadmap

Assist in pre-sales activities by preparing demos and solution overviews when required

Qualification

Dynamics 365 Customer ServiceOmnichannel solutionsContact center operationsPower PlatformDataverseClient-facing skillsCommunication skills

Required

8-10 years of experience implementing Dynamics 365 Customer Service and/or Omnichannel solutions

Strong functional understanding of contact center operations, case management, and multi-channel communication processes

Hands-on experience configuring: Queues, routing rules, 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

Excellent communication and client-facing skills

Benefits

Medical, dental, and vision insurance

Comprehensive employee assistance program

401(k) retirement plan

Paid time off and holidays

Paid learning days

Company

Concentrix

Glassdoor4.0

Concentrix is an IT firm that engages in software services, data analytics, enterprise technology, and digital operations.

Founded in 1983

Newark, California, USA

10001+ employees

https://www.concentrix.com

H1B Sponsorship

Concentrix has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (5)

2022 (1)

2021 (10)

2020 (2)