NovBliss
Website:
novbliss.in
Job details:
We are seeking an experienced Dynamics 365 Customer Service + Omnichannel Functional Consultant to lead business process mapping, solution design, and configuration activities for customer service and contact center transformation initiatives.The ideal candidate should have hands-on experience with Dynamics 365 Customer Service, Omnichannel, case management, routing, queues, SLAs, and customer service operations. Experience with contact center platforms and voice channel concepts is highly desirable.Must-Have Skills
- Dynamics 365 Customer Service
- Omnichannel for Customer Service
- Case Management
- Queue Management
- Routing Rules
- SLA Configuration
- Customer Service Hub
- Business Process Mapping
- Functional Consulting
- Stakeholder Management
- UAT & Training
Good-to-Have
- Dynamics 365 Contact Center
- Voice Channel Concepts
- IVR / Call Routing
- Genesys
- Amazon Connect
- NICE
- Cisco Contact Center
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