Ihre Aufgaben:
* Configure and maintain Dynamics 365 Contact Center components, optimizing self-service capabilities and ensuring smooth omnichannel support.
* Implement and optimize AI-driven tools like Copilot, chatbots, and virtual agents, and configure Power Automate workflows.
* Support integration with back-end system and other enterprise platforms, enhancing customer service workflows and ensuring seamless data synchronization.
* Assist in migrating from legacy platforms to Dynamics 365 Contact Center, including data migration, process realignment, and user training.
* Stay updated on new features and assist in their implementation, tracking KPIs and conducting feedback sessions for continuous improvement.
* Manage user roles, permissions, and access controls, ensuring compliance with security policies and monitoring for unauthorized access.
* Collaborate with IT and second-level support to troubleshoot issues, implement system enhancements, and resolve system problems efficiently.
Ihre Qualifikationen:
* Experience in setting up, troubleshooting, and optimizing Dynamics 365 Contact Center.
* Proficiency in implementing Power Automate workflows, chatbots, and self-service tools.
* Skill in deploying and refining AI-driven customer service solutions.
* Knowledge of managing user roles, permissions, and compliance settings.
* Ability to collaborate effectively with Operations, IT, and vendors.
* Aptitude for diagnosing system inefficiencies and driving improvements.
* Fluent in german and english
Ihre Vorteile:
* Inclusive and appreciative culture
* Health & well-being: Prioritize your health with supported sports and leisure activities.
* Professional and personal development: Take advantage of numerous training and continuing education opportunities! Benefit from training courses, language courses, or leadership training, for example.
* Discounts & Additional Financial Benefits
* Flexibility: With a variety of working models, you can organize your work according to your preferences. Benefit from mobile office, flexible working hours, and part-time models.