We are looking for a Microsoft Dynamics 365 Specialist to join the Group’s international Dynamics team. The role focuses on the design, configuration and delivery of CRM solutions, with a primary focus on the Service program.
The Service program is being rolled out across the Group’s main countries. It is based on a reusable global template supporting three service models: internal technicians, external service partners, and a hybrid model. The solution is integrated with Oracle (scheduling optimization), HR systems (technician skills), SAP, AWS and Adobe AEM.
The role is primarily functional. It translates business processes into D365 solutions, mostly through standard configuration, and acts as a counterpart to technical analysts and external vendors.
- Bachelor’s degree in Computer Science, Engineering, Information Systems or a related field.
- 4+ years of hands-on experience with Microsoft Dynamics 365 (Customer Engagement), including configuration and customization.
- Proven experience on Service projects in D365: Field Service, Customer Service / Contact Center, Account/Contact management, Case Management and Work Orders.
- Solid understanding of the D365 data model and no-code customization capabilities.
- Experience managing the full solution lifecycle, from requirements to production.
- Experience in the digitalization of commercial and customer-facing processes.
- Experience working in Agile environments and cross-functional, international teams.
- Strong analytical, problem-solving and communication skills.
- Fluent English.
Nice to Have
- Development skills: JavaScript, C#, plugins.
- Knowledge of D365 Sales and Marketing modules.
- Experience with SAP C4C or Oracle Field Service.
- Familiarity with DevOps and CI/CD practices.
- Microsoft Dynamics 365 certifications.
- Gather and analyze business requirements, translating them into functional solutions in Dynamics 365.
- Design and configure D365 solutions, prioritizing low-code/no-code approaches (entities, forms, views, business rules, workflows).
- Support the end-to-end Service process: customer identification, case management, Work Order creation, technician dispatch and intervention reporting.
- Contribute to the development of the global Service template and its adaptation to direct, indirect and hybrid service models.
- Plan and execute testing activities, including User Acceptance Testing (UAT) with business users.
- Support go-live activities and provide post-production support.
- Troubleshoot issues and perform root cause analysis.
- Act as the counterpart for technical analysts and external vendors throughout the solution lifecycle.
