Job description

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 and passionate workforce committed to excellence. 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 . The candidate will be responsible for designing, configuring, and delivering omnichannel service experiences, translating business needs into scalable D365 CE solutions, and ensuring seamless communication channel integration. Key Responsibilities: • Act as the subject matter expert on Customer Service Workspace, designing tailored experiences for service agents. • Lead workshops to gather requirements and develop functional specifications and solutions. • Configure core Customer Service modules including case management, queues, SLAs, entitlements, and knowledge management. • Implement Customer Engagement and Service Channels, ensuring a seamless customer journey. • Configure Customer Profile and Interaction Management for a 360° view of customer interactions. • Set up and optimize Email and LiveChat, including templates and automation rules. • Implement WhatsApp integration aligned with business requirements. • Build WebForms for capturing leads and service requests. • Define and implement Unified Routing rules. • Support Voice Integration with telephony platforms. • Enable social engagement through connectors like Twitter, Facebook, and Instagram. • Assist in Qualification Management using intelligent rules and routing. • Collaborate with technical teams and produce documentation including solution designs and training materials. Required Skills and Experience: • 4+ years in Dynamics 365 CE, with 2+ years focused on Customer Service Workspace. • Experience configuring Omnichannel for Customer Service, with at least 3 channels (e.g., LiveChat, Email, WhatsApp, Voice, Social Media). • Strong understanding of case lifecycle, routing, and agent tools. • Experience configuring Unified Routing and custom rules. • Familiarity with Power Platform (Power Automate, Power Apps). • Knowledge of WebForms setup via Power Pages or third-party portals. • Strong stakeholder management and communication skills. • Functional understanding of external system integrations. • Proven delivery in Agile or hybrid models. Desirable Qualifications: • Microsoft Certifications (e.g., MB-230). • Experience with Process Mining, Customer Insights, Power Virtual Agents. • Industry-specific customer service experience (public sector, utilities, retail). Language Proficiency: English at C1 level. Why Us: • Permanent contract with competitive salary. • Private health and life insurance from day one. • Remote work option, Monday to Friday hours, meal vouchers. Our Commitment to Equality: We celebrate diversity, representing 165 nationalities, and are committed to equal opportunity employment for all applicants and employees. Candidate Privacy Notice: Original job posting #J-18808-Ljbffr

Requirements