Senior Dynamics 365 CE Contact Center
A prominent consultancy firm is seeking a Senior Dynamics 365 CE Contact Center Specialist who excels at transforming customer interactions across every channel. In this role, you design and optimize omnichannel customer service experiences—spanning voice, chat, email, social media, and messaging. You improve routing, workflows, and case processes, build efficient agent desktops, and use knowledge tools and AI to ensure fast, high‑quality support. If you enjoy bridging people, processes, and technology into a seamless service experience, this position is an excellent match.
Senior Dynamics 365 CE Contact Center
- Amstelveen
- 40 - 40 uur
- Senior
- 3.900 - 6.200
- 6006
Alex Pop
Solliciteer op deze functie
Neem voor meer informatie contact op met Alex Pop
- Amstelveen
- 40 - 40 uur
- Senior
- 3.900 - 6.200
- 6006
Zo ziet jouw functie er uit
Dit ga je doen
As a Senior Contact Center Specialist, you take the lead in designing and configuring advanced omnichannel environments for customer service operations. You ensure smooth communication across all channels and help create structured, consistent customer journeys that support both agents and end users.
Your responsibilities include:
- Designing and configuring omnichannel service capabilities
- Improving customer journeys across voice, chat, email, social channels, and messaging
- Setting up routing rules, queues, workstreams, and presence management
- Implementing case management, SLAs, escalation paths, and workflow automation
- Building agent desktops, knowledge management components, and AI-driven support tools
- Facilitating workshops, requirement sessions, and functional design discussions
- Advising on customer experience strategies and platform best practices
- Supporting adoption, training, and go‑live phases
- Contributing to presales activities
- You will work closely with multidisciplinary teams and stakeholders to modernize contact centers using Dynamics 365 Customer Service and Omnichannel for Customer Service.
Dit breng je mee
- Bachelor’s or Master’s degree in IT, Business, or a related field
- Minimum of 3 years of experience with Dynamics 365 CE and Omnichannel
- Solid understanding of contact center KPIs (AHT, FCR, CSAT, SLA management)
- Experience with voice integrations and Azure Communication Services (ACS)
- Strong communication skills in Dutch and English
Dit krijg je er voor terug
Dit is het aanbod
The organization provides a strong employment package that includes:
- Monthly salary between €3,965 and €6,230, depending on experience, plus holiday allowance, profit share, expense compensation, and home‑working allowance
- Flexible pension scheme without mandatory employee contribution
30 vacation days (full‑time), with options to buy or sell additional days - Hybrid working model for a balanced office–home setup
- Fully equipped home-office workspace
- Lease a car or mobility budget
- Laptop and smartphone included
- Wide range of training programs supporting both personal and professional development
- Dynamic work environment with exposure to consultancy, engineering, and data disciplines
- Active diversity and inclusion initiatives
- Strong focus on health and vitality: sports facilities, gym discounts, coaching, and wellness programs
- Social culture with frequent team events, gatherings, and activities
Dit wordt jouw werkplek
You will be part of a Microsoft-focused consulting team that supports organizations in modernizing their customer service environments. This department combines functional expertise with a deep understanding of the Microsoft ecosystem, especially Dynamics 365 Customer Service and Omnichannel. The team collaborates closely with clients and internal specialists to design secure, scalable, and future-proof customer service solutions that elevate both customer satisfaction and operational efficiency.
Jij past perfect
- Solliciteer
Wat gebeurt er met jouw sollicitatie?
Alex gaat voor jou aan de slag. Wij gaan jouw gegevens zorgvuldig bekijken om te bepalen of er een match is. Zo ja, dan nemen wij binnen 3 werkdagen contact met je op. Is er nu nog geen match maar zien wij wel kansen in de nabije toekomst, dan houden wij jouw gegevens in ons bestand. Voor zo lang als jij daarvoor toestemming verleent. Uiteraard gaan wij vertrouwelijk met jouw gegevens om en werken wij volgens een strikt privacyreglement. Goed om te weten: Exactpi draagt het kwaliteitslabel van de ABU.