We are HCLTech, one of the fastest-growing large tech companies in the world with over 222,000 employees across 60 countries. We focus on Digital, Engineering, and Cloud capabilities, fostering a diverse, creative, and passionate workforce. We strive to help our employees excel and find their potential.
If this environment excites you, join us in advancing technology through innovation and creativity.
Your Role & Responsibilities
We are seeking an experienced Senior Functional Consultant with expertise in Microsoft Dynamics 365 Customer Service, primarily focusing on Customer Service Workspace. You will design, configure, and deliver modern omnichannel service experiences, working closely with stakeholders to translate business needs into scalable D365 CE solutions, ensuring seamless communication channel integration.
Key responsibilities:
* Design and deliver tailored Customer Service Workspace experiences for service agents.
* Lead client workshops to gather requirements and translate them into functional specifications and solutions.
* Configure and extend core Customer Service modules like case management, queues, SLAs, entitlements, and knowledge management.
* Implement and optimize Customer Engagement and Service Channels, including Email, LiveChat, WhatsApp, Voice, and Social Media.
* Configure Customer Profile and Interaction Management for a 360° customer view.
* Set up email and LiveChat configurations, including templates and automation.
* Implement WhatsApp integration, ensuring compliance and security.
* Build WebForms for capturing leads or service requests.
* Define and implement Unified Routing rules for channel assignment and agent availability.
* Support Voice Integration with telephony platforms, including call handling and IVR.
* Enable Social Engagement through connectors for channels like Twitter, Facebook, and Instagram.
* Manage Qualification processes, including lead and case triage using intelligent rules.
* Collaborate with technical teams and produce comprehensive documentation and training materials.
Required Skills and Experience
* 4+ years in Dynamics 365 CE, with at least 2 years in Customer Service Workspace.
* Experience configuring Omnichannel for Customer Service, including at least 3 of LiveChat, Email, WhatsApp, Voice, Social Media.
* Strong understanding of case lifecycle, routing logic, and agent tools.
* Experience configuring Unified Routing with custom rules.
* Familiarity with Power Platform (Power Automate, Power Apps).
* Knowledge of WebForms setup via Power Pages or third-party portals.
* Excellent stakeholder management and communication skills.
* Functional understanding of integrations with external systems like telephony providers and social platforms.
* Ability to work in Agile or hybrid delivery models.
Desirable Qualifications
* Microsoft Certifications (e.g., MB-230).
* Experience with Process Mining, Customer Insights, or Power Virtual Agents.
* Industry-specific customer service experience (public sector, utilities, retail).
Language Requirements
English proficiency at C1 level.
Why Us
* Permanent contract, competitive salary, private health and life insurance from day one.
* Remote work options, meal allowance, and a focus on equality and opportunity for all.
We are proud to be an equal opportunity employer, embracing diversity across 165 nationalities, and committed to providing fair employment opportunities in accordance with applicable laws.
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