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AntwerpHybridHours negotiable<3months
This assignment involves a functional consultant role for Dynamics 365, focusing on both Customer Service (CE) and Field Service. You will work on multiple end-to-end implementations in an international context, contributing to the optimization of business processes within a technology company.
What you do
- Lead workshops and improve customer service and field service processes
- Translate business needs into working Dynamics 365 solutions
- Collaborate with developers and architects on integrations, APIs, Power Automate, plugins
- Guide business users through the adoption of new solutions
- Bridge business, functional, and technical stakeholders
Profile
- Minimum 8 years of experience with Dynamics CRM / Dynamics 365
- Minimum 5 years of dedicated experience with Dynamics 365 Customer Service and/or Field Service
- Experience with Dynamics 365 Contact Center / Omnichannel
- Exposure to platforms such as Genesys, Salesforce Service Cloud, ServiceNow CSM, Zendesk, NICE, Five9, or Amazon Connect
- Experience integrating Dynamics with ERP, telephony, identity, or customer data platforms
- Experience in multinational customer service or shared service environments
- Experience in manufacturing, industrial services, maintenance, OEM, or technical service environments (for Field Service)
- Experience with SAP-integrated service operations (for Field Service)
- Experience with mobile technician deployments and large-scale rollouts (for Field Service)
- Microsoft Dynamics 365 and Power Platform certifications are a plus
Expertise.
- Deep Dynamics 365 Customer Service expertise: Cases, Customer Service Workspace, Queues, Routing, Activities, Email Management, SLAs, Entitlements, Knowledge Management, and Operational Visibility
- Deep Dynamics 365 Field Service expertise: Work Orders, Scheduling, Dispatching, Resources, Skills, Incident Types, Agreements, Inspections, Mobile, and Schedule Board
- Hands-on configuration experience
- Dataverse expertise
- Standard-first mindset
- International rollout experience
- Omnichannel customer service expertise: experience with email, voice, chat, and digital customer interaction channels
- Functional-technical fluency
- Planning & Scheduling expertise
- Field Service Mobile expertise
- ERP integration experience (e.g., with SAP)
Practical
- Language skills: English (medium) and Dutch
How to apply
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