Functieomschrijving

VACANCY 1: Senior Dynamics 365 Customer Service / CE Functional Consultant

Must-have experience
- Deep Dynamics 365 Customer Service expertise: Strong experience with Cases, Customer Service Workspace, Queues, Routing, Activities, Email Management, SLAs, Entitlements, Knowledge Management and Operational Visibility.
- Hands-on configuration experience
- Dataverse expertise
- Standard-first mindset
- International rollout experience
- Omnichannel customer service expertise: Experience with email, voice, chat and digital customer interaction channels, including routing, workload distribution and agent experience.
- Functional-technical fluency: Comfortable working with developers and architects on integrations, APIs, Power Automate, plugins, JavaScript and solution design.
- Service process leadership: Able to lead workshops, improve customer service processes and translate business needs into working Dynamics 365 solutions.

Background
- 8+ years of Dynamics CRM / Dynamics 365 CE experience + 5+ years dedicated Dynamics 365 Customer Service experience.
- Multiple end-to-end Customer Service implementations.
- Experience with Dynamics 365 Contact Center / Omnichannel.
- Exposure to platforms such as Genesys, Salesforce Service Cloud, ServiceNow CSM, Zendesk, NICE, Five9 or Amazon Connect.
- Experience in multinational customer service or shared service environments.
- Experience integrating Dynamics with ERP, telephony, identity or customer data platforms.
- Microsoft Dynamics 365 and Power Platform certifications are a plus.

VACANCY 2: Senior Dynamics 365 Field Service Functional Consultant

Must-have experience
- Deep Dynamics 365 Field Service expertise: Strong experience with Work Orders, Scheduling, Dispatching, Resources, Skills, Incident Types, Agreements, Inspections, Mobile and Schedule Board.
- Hands-on configuration experience
- Planning & Scheduling expertise
- Field Service Mobile expertise
- Dataverse expertise
- International rollout experience
- ERP integration experience: Experience integrating Dynamics 365 Field Service with SAP or another enterprise ERP platform.
- Service process leadership: Able to drive workshops, improve service processes and guide business users through adoption.
- Ability to bridge business, functional and technical stakeholders

Background
8+ years of Dynamics 365 / CRM experience and 5+ years dedicated Dynamics 365 Field Service experience.
Multiple end-to-end Field Service implementations.
Experience in manufacturing, industrial services, maintenance, OEM or technical service environments.
Experience with SAP-integrated service operations.
Experience with mobile technician deployments and large-scale rollouts.
Microsoft Dynamics 365 Field Service and Power Platform certifications are a plus.

Location: Antwerp (50% on site)
ENG / NL
Send your cv and we'll schedule a call!