Senior Consultant Microsoft Dynamics 365 Customer Service (all genders)

About the Position

Senior Consultant Microsoft Dynamics 365 Customer Service (all genders)

Fulltime

Permanent

Remote (DE)

• 11 locations

Our Customer Engagement team helps companies design their sales, marketing, and service processes efficiently. With the latest technologies based on Microsoft Dynamics 365, we provide smart solutions that strengthen customer relationships. For us, team spirit, innovation, and exciting projects are what count. Does this sound like your world? Then become part of our team!

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Responsibilities

• Designing customer service processes: You’ll analyze existing customer service processes and work with our clients to develop viable target scenarios. This includes, for example, service requests, case handling, escalations, routing, knowledge management, and collaboration within the service team.
• Implementing solutions with Dynamics 365 Customer Service: You’ll translate business requirements into functional solutions and configure Microsoft Dynamics 365 Customer Service. In doing so, you’ll take into account processes, data models, permissions, automations, and integrations with adjacent systems.
• Facilitate workshops and provide technical leadership for projects: You’ll structure requirements, facilitate process and design workshops, and drive technical decisions forward. During implementation, you’ll work with the project team to ensure that consulting, development, and architecture work well together.
• Support go-lives and further development: You’ll oversee testing, acceptance, and rollouts, while ensuring that the solution functions effectively in day-to-day customer service operations. Even after the go-live, you’ll identify opportunities for further development and contribute your experience.
• Making effective use of new technologies: You’ll explore AI, Copilot, and automation in customer service. In doing so, you’ll examine how to make better use of knowledge, simplify processes, and reduce the workload for service teams in their day-to-day operations.

Requirements

• Experience in Dynamics 365 consulting: You have 5+ years of experience as a functional consultant in the Microsoft Dynamics 365 Customer Engagement environment, with a focus on customer service.
• Expertise in customer service: You are familiar with typical customer service processes and features such as case management, SLAs, queues, knowledge management, routing, and escalations.
• Proficiency in functional customization: You are proficient in functional customization of Dynamics 365 CE. You are familiar with Dataverse, Flows, security models, data structures, and model-driven apps.
• Consulting expertise in client projects: You have facilitated workshops, structured requirements, and developed solution designs. In doing so, you communicate clearly, professionally, and in a solution-oriented manner with various stakeholders.
• Understanding of integrations: You are familiar with typical integration scenarios in the Dynamics 365 environment, such as with ERP systems, portals, contact center solutions, or other third-party systems.
• Working with AI & new technologies: You are familiar with AI solutions, actively use them in your daily work, and are open to new tools and methods.
• Languages & Willingness to Travel: You have very good German (min. C1) and good English skills and are willing to travel as needed-approximately 20 percent of the time.

Nice to Have

• Power Platform and Contact Center: Experience with Power Automate, model-driven apps, Microsoft Dynamics 365 Contact Center, or omnichannel scenarios is a plus.

We Offer

• Flexibility in Work Hours and Location: Work as it fits your life! Flexible working hours and home office options give you the freedom to shape your daily routine optimally.
• Individual Training Opportunities: We promote your professional development with specialized training and certifications – also in the field of AI technologies. Stay ahead of the curve – technologically and professionally.
• Travel Time Counts as Working Time – with Attractive Allowances: Your travel time is counted as working time, and in addition to the travel cost allowance, you receive an extra allowance for each night you spend away from home for us.
• Career Prospects: Mentors for targeted onboarding, personal development plans, professional certifications, internal and external training, feedback and development meetings, active use of modern AI tools.
• About the Salary: Travel time counts as working time, over 30 days annual leave, annual salary review, travel allowance, subsidy for Deutschland Ticket.
• Work-Life Balance & Health: Flexible working hours, remote work, working time account, part-time working models, lifetime working time account, Epassi Sports, team and sporting events.
• Additional Benefits: Personal use of hardware and software, external employee assistance programs, bike leasing, FINN JobAuto, corporate benefits, company events.

About the Company

We are an IT service company with 400 employees across 18 locations in Germany, Austria, Denmark, Bulgaria, and China. In addition to an exciting job, you can expect a working environment where you can work independently with many freedoms. You can contribute your ideas and take on leadership responsibilities with us.

Because we organize ourselves collegially. Moreover, Arineo is in the Steward Ownership of us employees. This means that our earned capital flows back into the company, allowing us to shape our employer ourselves.

Your Contact Person for Questions

Jennifer Emrich

HR Management und Recruiting Specialist

+49 551 521381154

[email protected]

Bitte bewirb dich ausschließlich über das Arineo Jobportal (jobs.arineo.com).