D365 Field Service & Customer Service (CE) Consultant

VACANCY 1: Senior Dynamics 365 Customer Service / CE Functional Consultant

Must-have experience- Deep Dynamics 365 Customer Service expertise: Strong experience with Cases, Customer Service Workspace, Queues, Routing, Activities, Email Management, SLAs, Entitlements, Knowledge Management and Operational Visibility.- 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, including routing, workload distribution and agent experience.- Functional-technical fluency: Comfortable working with developers and architects on integrations, APIs, Power Automate, plugins, JavaScript and solution design.- Service process leadership: Able to lead workshops, improve customer service processes and translate business needs into working Dynamics 365 solutions.Background- 8+ years of Dynamics CRM / Dynamics 365 CE experience + 5+ years dedicated Dynamics 365 Customer Service experience.- Multiple end-to-end Customer Service implementations.- 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 in multinational customer service or shared service environments.- Experience integrating Dynamics with ERP, telephony, identity or customer data platforms.- Microsoft Dynamics 365 and Power Platform certifications are a plus.

VACANCY 2: Senior Dynamics 365 Field Service Functional Consultant

Must-have experience- Deep Dynamics 365 Field Service expertise: Strong experience with Work Orders, Scheduling, Dispatching, Resources, Skills, Incident Types, Agreements, Inspections, Mobile and Schedule Board.- Hands-on configuration experience- Planning & Scheduling expertise- Field Service Mobile expertise- Dataverse expertise- International rollout experience- ERP integration experience: Experience integrating Dynamics 365 Field Service with SAP or another enterprise ERP platform.- Service process leadership: Able to drive workshops, improve service processes and guide business users through adoption.- Ability to bridge business, functional and technical stakeholdersBackground8+ years of Dynamics 365 / CRM experience and 5+ years dedicated Dynamics 365 Field Service experience.Multiple end-to-end Field Service implementations.Experience in manufacturing, industrial services, maintenance, OEM or technical service environments.Experience with SAP-integrated service operations.Experience with mobile technician deployments and large-scale rollouts.Microsoft Dynamics 365 Field Service and Power Platform certifications are a plus.

Location: Antwerp (50% on site)ENG / NLSend your cv and we'll schedule a call!