About the job

About The Job5CA is seeking an accomplished and technically astute Senior CRM Consultant with expertise in Microsoft Dynamics 365 Customer Service. In this role, you will act as the prime catalyst in spearheading CRM adaptations, optimizations, and implementations across our expansive clientele.The ideal candidate possesses a profound knowledge of Dynamics 365 Customer Service, with an emphasis on contact center environments. Mastery in setting up Omnichannel features, Intelligent Ticket Routing, and refining agent experiences will be pivotal in this role. We also value proficiency in Microsoft Power Platform, which could significantly contribute to our processes.Responsibilities

• Dynamics 365 Customer Service Mastery: Offer top-tier expertise in resolving intricate Dynamics 365 Customer Service issues. Guide clients on best practices and potential improvements, providing a seamless and elevated customer experience.
• Optimization and Intelligent Automation: Proactively identify and capitalize on opportunities to enhance CRM efficiencies and eliminate manual intervention. Champion initiatives that amplify the customer experience and business efficiency.
• CRM Implementation and Customization: Lead the charge in CRM system implementation for new clientele, including system customization and integration with other business platforms.
• Client Support and Empowerment: Provide ongoing, comprehensive client support, encompassing troubleshooting, system updates, and end-user training.
• Cross-functional Collaboration: Maintain a proactive liaison with various internal teams such as IT, sales, and customer service to align CRM functionalities with broader business objectives.

About You

• 5+ years of experience as a CRM Consultant, or a similar role, preferably within the BPO industry, exhibiting an outstanding track record of leading CRM implementation projects and optimizing existing systems.
• Expert-level knowledge of Dynamics 365 Customer Service, preferably in a contact center setting.
• Comprehensive understanding of Customer Service, Microsoft D365 Customer Service best practices, and industry standards.
• Relevant Microsoft Dynamics 365 CRM Certifications.
• Advanced proficiency in Microsoft Office 365 suite
• Strong project management and communication skills.
• Fluent in English, both spoken and written.

We offer

• The flexibility to work 100% remotely with no wasted commute time and travel costs.
• A position at a fast-paced international company with ambitious gaming, e-commerce, and tech clients.
• A diverse and inclusive culture with people from 80+ countries, speaking 25+ languages - where we celebrate everyone's uniqueness.
• Innovative digital tools, and continuous opportunities for learning and development.
• Access to Open Up, an employee mental health platform offering access to certified psychologists, online resources, etc.
• Fun employee engagement activities and participation in 5CA employee-lead communities such as 5CA Connect, Pride, 5CA Gamers, Women of 5CA, to name a few.
• Location-specific benefits.