D365 Field Service & Customer Service (CE) Consultant

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

• 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

• 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.

• 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 stakeholders

Background

8+ 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 / NL

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