Functional Architect - D365 Customer Service opportunity offers the chance to play a key role in shaping customer service transformation through D365 Customer Service, Omnichannel, digital engagement, and case management. The Functional Architect - D365 Customer Service will work within a technically complex environment focused on improving customer journeys, operational efficiency, and service outcomes. This Functional Architect - D365 Customer Service position is well suited to professionals with strong functional design expertise across D365 CE and customer service operations.
Key Responsibilities:- Own the functional design for D365 Customer Service solutions
- Configure D365 Omnichannel, digital engagement, unified agent desktop, and case management capabilities
- Design the integration approach across CTI and related customer interaction platforms
- Map contact-centre improvement initiatives to D365 features and capabilities
- Validate customer service journeys with business users and stakeholders
- Support the consolidation of fragmented applications into a more unified customer service environment
- Strong hands-on experience with D365 Customer Service
- Strong functional experience across D365 CE
- Ability to support customer service transformation through functional architecture and solution design
- Experience with case lifecycle management, routing, SLA configuration, entitlements, and knowledge management
- Exposure to live chat, digital messaging, and unified agent desktop capabilities
- Understanding of CTI and screen-pop integration approaches
- Bahasa language capability
- Availability in Indonesia
- Experience with Genesys integration or related contact-centre technologies
- Knowledge of Omnichannel within D365 environments
- Background in insurance-related environments
- Familiarity with complaint handling frameworks
- Exposure to contact-centre metrics such as AHT, FCR, and NPS improvement
- Experience supporting bilingual contact-centre design
This Functional Architect - D365 Customer Service role is a strong opportunity for candidates seeking a technically focused position within a large-scale transformation setting. The Functional Architect - D365 Customer Service will contribute to a business-critical programme centred on customer service capability, platform improvement, and functional solution delivery.
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