Dynamics 365 Customer Engineer

A company is looking for a Dynamics 365 Customer Service & Contact Center (AI Solutions) - Customer Engineer.

Key Responsibilities

Deliver workshops and training sessions on Dynamics 365 Customer Service and AI-driven case management

Lead architecture discussions on omnichannel service design and evaluate existing contact center setups

Implement AI and analytics solutions to enhance customer interactions and agent productivity

Required Qualifications

15+ years of IT experience

7+ years of experience implementing Dynamics 365 or CRM-based customer service solutions

Experience with modernizing or integrating contact centers with Dynamics 365 or Azure Communication Services

Familiarity with AI-based agent assist tools like Copilot

Proven track record of improving service delivery and increasing customer satisfaction