Dynamics 365 Customer Service & Omnichannel Consultant

Philip Morris International(1 month ago)

RemoteFull TimeSenior$106,000 - $140,000Professional Services

About this role

The Dynamics 365 Customer Service & Omnichannel Consultant at Concentrix provides functional consulting for Microsoft Dynamics 365 Customer Service and Omnichannel workloads, partnering with clients to design and optimize case management, contact center operations, routing strategies, and multichannel engagement. The role sits within the Technical Products and Services / Professional Services team and supports modernization of customer experience through design, advisory, and implementation efforts. It involves client-facing work and collaboration with technical teams to integrate telephony, bots, and backend systems.

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Required Skills

Dynamics 365
Omnichannel
Case Management
Routing Rules
Knowledge Management
Unified Routing
Agent Workspace
Power Platform
Dataverse
Power Automate

+4 more

About Philip Morris International

pmi.com

Philip Morris International (PMI) is a leading global company focused on creating a smoke-free future by developing innovative alternatives to traditional cigarette smoking. Committed to providing products that are better choices for consumers, PMI aims to replace cigarettes with smoke-free products over time. The company leverages advanced technology and rigorous research to enhance the consumer experience while prioritizing public health and sustainability. With a strong vision for a smoke-free world, PMI is transitioning towards a portfolio that reflects its commitment to reduced-risk products.

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