Senior Functional Consultant – Dynamics 365 CE
Luton, England, United Kingdom
HCLTech
Profile and Interaction Management , enabling a 360° view of customer interactions across channels. Set up and optimize Email and LiveChat configurations, including channel setup, templates, and automation rules. Implement WhatsApp Integration , aligning business requirements with secure, compliant communication solutions. Build and deploy WebForms for capturing leads, cases, or service requests through portals or external sites. Define and implement Unified Routing … in Dynamics 365 CE , with at least 2 years focused on Customer Service Workspace . Demonstrated experience configuring Omnichannel for Customer Service including at least 3 of: LiveChat, Email, WhatsApp, Voice, Social Media (Sprinklr). Strong understanding of case lifecycle , routing logic , and agent productivity tools within D365. Experience configuring Unified Routing , including custom rules and assignment strategies. Familiarity with More ❯
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