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Concentrix · 4 hours ago

Service Delivery Manager- Bilingual

United States

Full-time

Remote

Senior Level, Lead/Staff

$96K/yr - $115K/yr

8+ years exp

Concentrix is a company that provides customer experience solutions, and they are seeking a Bilingual Service Delivery Manager to deliver functional consulting across Dynamics 365 Customer Service and Omnichannel workloads. The role involves collaborating directly with clients to optimize case management and multi-channel engagement while leading workshops and advising on best practices.

Customer ServiceInformation TechnologyOutsourcingSalesUX Design

Responsibilities

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 365Omnichannel solutionsContact center operationsPower PlatformWorkshop facilitationBilingual EnglishBilingual SpanishCommunication 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

Professional fluency in both English and Spanish