Senior Consultant Microsoft Dynamics 365 Customer Service (all genders)

Our Customer Engagement team helps companies design their sales, marketing, and service processes efficiently. With the latest technologies based on Microsoft Dynamics 365, we provide smart solutions that strengthen customer relationships. For us, team spirit, innovation, and exciting projects are what count. Does this sound like your world? Then become part of our team!

Your mission: Good customer service requires clear processes and digital solutions that work in everyday operations. That's exactly what you'll be working on at Arineo: You'll help companies further develop their customer service processes using Microsoft Dynamics 365 Customer Service, Dataverse, and the Power Platform. As a Senior Consultant, you'll analyze requirements, design functional solutions, and oversee their implementation throughout the project. In doing so, you'll work closely with consultants, developers, and solution architects, facilitate workshops with clients, and take technical responsibility for solution areas or subprojects. Your focus will be on modern customer service scenarios: from case management, SLAs, and queues to knowledge management and automation, all the way to contact center and omnichannel processes.

Designing customer service processes: You'll analyze existing customer service processes and work with our clients to develop viable target scenarios. This includes, for example, service requests, case handling, escalations, routing, knowledge management, and collaboration within the service team.

Implementing solutions with Dynamics 365 Customer Service: You'll translate business requirements into functional solutions and configure Microsoft Dynamics 365 Customer Service. In doing so, you'll take into account processes, data models, permissions, automations, and integrations with adjacent systems.

Facilitate workshops and provide technical leadership for projects: You'll structure requirements, facilitate process and design workshops, and drive technical decisions forward. During implementation, you'll work with the project team to ensure that consulting, development, and architecture work well together.

Support go-lives and further development: You'll oversee testing, acceptance, and rollouts, while ensuring that the solution functions effectively in day-to-day customer service operations. Even after the go-live, you'll identify opportunities for further development and contribute your experience.

Making effective use of new technologies: You'll explore AI, Copilot, and automation in customer service. In doing so, you'll examine how to make better use of knowledge, simplify processes, and reduce the workload for service teams in their day-to-day operations.