Overview:

We are seeking a skilled and motivated Technical Consultant to lead the implementation, development, and customization of our Microsoft Dynamics Customer Service solution. This role requires working closely with our functional team and external partners (including Genesys integration specialists) to ensure seamless connectivity between Dynamics 365 and Genesys Engage contact center platform. The ideal candidate will have hands-on experience with Dynamics 365, strong technical acumen, and the ability to deliver robust custom solutions tailored for complex customer service environments.

Key Responsibilities:

• Dynamics Customer Service Implementation:
• Lead the technical design, configuration, and customization of Dynamics 365 Customer Service modules.
• Translate business requirements into detailed technical specifications and custom solutions.
• Custom Development & Integration:
• Develop custom plugins, workflows, business process flows, and API integrations using C#, JavaScript, .NET, and Power Platform components.
• Implement and maintain the Genesys–Dynamics Connector to integrate omnichannel interaction data from the Genesys Engage platform into Dynamics.
• Data Migration and Management:
• Oversee data migration activities, ensuring accurate and secure transfer of historical and live data into the Dynamics environment.
• System Optimization & Troubleshooting:
• Monitor system performance, proactively resolve technical issues, and optimize configurations to meet evolving business needs.
• Provide ongoing technical support, maintenance, and post go-live enhancements.
• Collaboration & Knowledge Sharing:
• Work closely with the Functional Consultant to align technical deliverables with business objectives.
• Participate in agile sprint planning, daily stand-ups, and project reviews.
• Document development processes, integration architecture, and custom configurations for future reference.
• Testing & Quality Assurance:
• Develop and execute comprehensive testing plans (unit, integration, and user acceptance testing) to ensure solution stability and high performance.
• Continuous Improvement:
• Stay up-to-date with the latest Dynamics 365 and Genesys platform innovations, best practices, and industry trends.
• Recommend process improvements and new functionalities aligned with emerging technologies.

Qualifications & Requirements:

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent work experience).
• 3+ years of hands-on experience with Microsoft Dynamics 365, specifically within the Customer Service module.
• Proven experience in developing customizations (plugins, custom workflows, integrations) using Microsoft technologies (C#, .NET, JavaScript, Power Platform).
• Demonstrated experience integrating Dynamics 365 with third-party systems, preferably with Genesys Engage or similar contact center solutions.
• Strong understanding of CRM data models, business process flows, and customer service best practices.
• Familiarity with Azure cloud services and Dynamics 365 SaaS deployments (preferably within the KSA region).
• Experience with agile methodologies and working in a lean, cross-functional team environment.
• Excellent problem-solving skills, attention to detail, and a proactive approach to technical challenges.
• Strong communication and interpersonal skills to effectively collaborate with business stakeholders and external partners.

Preferred Skills & Certifications:

• Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate or Microsoft Certified: Power Platform Developer Associate (or equivalent).
• Experience with Genesys Engage platform certifications or hands-on experience.
• Knowledge of Power BI, Power Automate, and Customer Voice is a plus.
• Familiarity with IT governance, data security standards, and compliance regulations in KSA.

Benefits:

• Competitive salary and benefits package.
• Opportunities for professional development and certifications.
• Dynamic and collaborative work environment.
• Exposure to large-scale, industry-leading projects and state-of-the-art technologies.