Service Delivery Manager – Bilingual
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Job Description
Dynamics 365 Customer Service & Omnichannel Consultant responsible for functional consulting across Microsoft’s capabilities. Leading workshops and optimizing customer service processes for diverse clients.
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.
Requirements:
- 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
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