If you can run client workshops, translate contact center pain into clean Dynamics 365 configurations, and speak fluent English and Spanish without stumbling, this role is built for you. You’ll design modern omnichannel support experiences and make case management actually work at scale.
About Concentrix
Concentrix is a global technology and services company powering customer experience and digital transformation for major brands worldwide. Their professional services teams deliver consulting, analytics, and tech solutions that modernize how companies serve customers.
Schedule
- Remote (United States)
- Full-time
- Language: English + Spanish (professional fluency required)
- Background check required
- Application deadline: January 27, 2025 (as posted)
What You’ll Do
- Lead discovery workshops with business and contact center stakeholders to gather requirements
- Design and configure Dynamics 365 Customer Service, including:
- Case management
- Queues and routing rules
- SLAs and entitlements
- Knowledge management
- Customer Service Workspace
- Implement Omnichannel capabilities, including:
- Live chat, voice, SMS, and social channels
- Unified routing
- Workstreams, sessions, and agent scripts
- Supervisor dashboards and real-time insights
- Map and optimize end-to-end customer interaction flows
- Partner 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 Microsoft roadmap direction
- Support pre-sales with demos and solution overviews when needed
What You Need
- 8–10 years implementing Dynamics 365 Customer Service and/or Omnichannel
- Strong functional understanding of contact center operations, case management, and multichannel engagement
- Hands-on configuration experience with:
- Queues, routing rules, SLAs
- Knowledge base
- Omnichannel workstreams, channels, unified routing
- Agent experiences (Agent Workspace, Customer Service Workspace)
- Familiarity with Power Platform + Dataverse (Power Automate, Power Apps)
- Experience facilitating workshops, documenting requirements, and designing functional solutions
- Excellent client-facing communication skills
- Professional fluency in English and Spanish
Benefits
- Medical, dental, vision
- Employee assistance program
- 401(k)
- Paid time off + holidays
- Paid learning days
- Incentives tied to individual and company performance
Salary
- $95,859–$115,000 base + incentives (varies by location and experience)
Happy Hunting,
~Two Chicks…