Functional Consultant - D365 CE CCaS at Kerv

📋 Description

• Deep expertise in D365 Customer Service and CCaaS.
• Configure CCaaS for voice, chat, IVR and omnichannel.
• Gather CS workflow requirements and routing rules.
• Design queues, SLAs, entitlements, and knowledge flows.
• Build Unified Routing models and automated assignments.
• Provide demos, training, and stakeholder collaboration.

🎯 Requirements

• D365 CS and CCaaS expert with Omnichannel experience.
• Practical CCaaS experience including ACD, routing, and IVR.
• Case management, SLAs, entitlements, knowledge mgmt.
• Omnichannel CS: voice, chat, digital.
• Strong work with Agent Assist, Copilot for CS, AI features.
• Excellent written and verbal communication; client-facing.

🎁 Benefits

• Private healthcare
• Training and professional development opportunities
• Flexible tech allowances and in-house training
• Hybrid work environment