2 of 2 Contract Case Management Jobs in Newcastle upon Tyne

discovery workshops and translate business needs into functional designs Analyse current CRM processes, pain points, and operating model. Configure Dynamics 365 Customer Service including case management, SLAs, queues, and routing Design and build functional Proof of Concepts to validate requirements and solution fit Work closely with solution architects … stakeholders throughout delivery Your Profile Essential skills/knowledge/experience: Strong hands-on experience with Dynamics 365 Customer Service Proven ability to configure case lifecycle, SLAs, queues, knowledge management, and reporting Experience building functional POCs and demos Solid understanding of customer service processes and contact centre operations ...

year experience architecting/designing Dynamics 365 Customer Service solutions in enterprise environments Strong hands-on experience with Dynamics 365 Customer Service, Omnichannel, and case management Proven ability to design and build POCs, demos, and reference implementations Deep understanding of Power Platform (Power Apps, Power Automate, Dataverse, Power … capabilities with configuration and customisation Desirable skills/knowledge/experience: Experience with Copilot, AI-enabled customer service, or knowledge management solutions Exposure to public sector or highly regulated industry programmes ...