Senior Dynamics 365 CE Contact Center Specialist

• Designing and configuring omnichannel customer service solutions.
• Optimizing customer journeys across voice, chat, email, social, and messaging.
• Configuration of routing, workstreams, queues, and presence.
• Setting up case management, SLAs, escalations, and workflows.
• Creating agent desktops, knowledge management, and AI assistance.
• Conducting workshops, analysis, and functional design.
• Advising on CX, best practices, and platform capabilities.
• Supporting adoption, training, and go-live.
• Being involved in presales.

You will become part of the Microsoft Consulting & Innovation (Platforms) team, which helps organizations accelerate digital transformation within the full Microsoft ecosystem. We combine technical expertise with domain knowledge to implement secure, scalable, and future-proof Power Platform solutions.

As a Dynamics 365 Contact Center specialist, you help organizations take their customer service to the next level. You design omnichannel solutions that ensure seamless interactions between customers, agents, and service processes.

You will work within the Microsoft Consulting & Innovation (Platforms) team and focus on modernizing contact centers with Dynamics 365 Customer Service and Omnichannel for Customer Service.

• BSc or MSc in IT or Business.
• Minimum 3 years of experience with Dynamics 365 CE and Omnichannel.
• Knowledge of contact center KPIs (AHT, FCR, CSAT, SLAs).
• Experience with voice integrations and ACS.
• You have an affinity with (generative) AI and are motivated to actively apply this technology in your daily work
• Fluent in Dutch and English.

• Gross monthly salary between €3,965 and €6,230 depending on knowledge and experience, including holiday allowance, profit sharing, a fixed expense allowance and a work-from-home allowance per working day.
• 30 vacation days (on a full-time basis) and the possibility to buy more days or sell your vacation days.
• At KPMG we work hybrid, so a combination of both working from home and at the office.
• A fully equipped home office.
• A lease car or a mobility scheme. 
• A laptop + iPhone
• An extensive range of training and education courses and the time required for this to contribute to your professional and personal development.
• A dynamic environment in which you can learn multiple aspects of consultancy, data science, and engineering.
• Attention to vitality! Exercising at the office in Amstelveen or a discount at a gym near you, as well as access to coaching, health, and vitality programs.
• ‘Together’ is one of our core values. You can therefore count on various social activities such as team outings, drinks, and events together with your colleagues.