D365 Sme- Digital Contact Centre

2 weeks ago

Johannesburg, South Africa Control Risks Full time

Control Risks is a specialist risk consultancy that helps to create secure, compliant and resilient organisations in an age of ever-changing risk. Working across disciplines, technologies and geographies, everything we do is based on our belief that taking risks is essential to our clients’ success. We provide our clients with the insight to focus resources and ensure they are prepared to resolve the issues and crises that occur in any ambitious global organisation.

This is a hands-on role and the holder will equally provide configuration to Dynamics 365 CE (Digital Contact Centre) as well as assisting in the implementation and support of Dynamics 365 extensions, including voice and digital messaging integrations

This role requires strong communication to non-technical audience and the holder needs to be able to work at a Strategic level as well as have hands on tactical and operational skills to define work and trouble shoot / resolve issues in an effective way

**Role tasks and responsibilities**
- Working closely with the D365 Solution Architect to support the delivery of D365 Digital Contact Centre (DCC) initiatives - especially relating to Customer Services & Omnichannel but also including the Power Platform
- Working with the Business Teams to understand opportunities / requirements, develop user stories in DevOps (or ITSM) and define product backlog
- Inspiring the business through demonstrations of the possibilities of D365 DCC and their wider capabilities / integration (e.g., CLI) to meet Control Risks needs and strategic ambitions
- Maximising the use of D365 CE partnerships and take a configuration first approach within the system vs overly customised. Striving for a vanilla solution wherever possible
- Supporting the teams with regression testing of solution, UAT, and training. Debugging bugs
- Developing functional designs, test plans and scripts where applicable
- Driving innovation such a building, customising and configuring the system as well as utilising for example Power Platform into your POC solutions
- Go-live and post-live support
- Resolving tickets and issues raised by Business Teams in accordance with internal service levels, processes, and procedures
- Preparing and representing D365 CE (DCC) & Power Platform changes at CAB
- Advising customers on best practices for D365 CE (DCC) & Power Platform processes, user interface and architecture
- Advising on complex DCC cases and proposing comprehensive solutions, including telephony and digital messaging
- Working with other teams on ad hoc projects as a SME utilisation resource from Enterprise Apps team to complete project tasks on time and within budget
- Developing solutions that improve the efficiency and capability of DCC users.
- Implementing product best practices based on Microsoft Dynamics standards and supported configurations
- Help and guidance with training SME’s/Support team in areas specific to their BAU activities
- Working closely with the D365 technical delivery manager on areas that require further engagement with the business and partner where required
- Working with the business SME’s, help with knowledge, answer questions, drive a knowledge base
- Help contain and manage DevOps items and ensure awareness of risks and work items being delivered is given to the managers
- Life Cycle Management, including assisting in the platform releases (upgrades) with regression testing and working with the business to arrange functional tests
- Data migration: Assist with the facilitation of data sets for ETL activities, working with the business teams
- Facilitate the collection of diverse data sets from different sources and provide insight into the data based on business needs/requirements. Translate data analysis into impactful insights

**Requirements**:

- 3+ years of experience configuring and implementing Dynamics CE and in particular Customer Service and Omnichannel
- 1+ year of using or supporting or implementing Power Platform
- Bachelor’s degree in computer science or information systems and 5+ years relevant work experience and relevant college coursework in business, accounting, finance, or a related area
- Good knowledge of D365 CE and Power Platform
- Proven experience in business analysis with organisations of various size and complexity
- Business process mapping and optimisation
- Excellent problem-solving and analytical skills
- Experience leading ongoing reviews of business processes and developing optimisation strategies
- Good interpersonal skills, possessing the confidence to build relationships with all levels of stakeholder
- Must have in depth knowledge of Dynamics 365 CE
- Good understanding of Customer Service, Omni Channel, Power Platform areas
- Good grasp of new and emerging technology trends
- Any experience in Telephony and/or Digital messaging is a strong advantage
- Owns problems, identifies and works with the right people to solve problems quickly within own remit and wider team(s)

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