Related skills
azure customer service omnichannel ccaas ivr📋 Description
- Deep expertise in D365 Customer Service and CCaaS.
- Configure CCaaS for voice, chat, IVR and omnichannel.
- Gather CS workflow requirements and routing rules.
- Design queues, SLAs, entitlements, and knowledge flows.
- Build Unified Routing models and automated assignments.
- Provide demos, training, and stakeholder collaboration.
🎯 Requirements
- D365 CS and CCaaS expert with Omnichannel experience.
- Practical CCaaS experience including ACD, routing, and IVR.
- Case management, SLAs, entitlements, knowledge mgmt.
- Omnichannel CS: voice, chat, digital.
- Strong work with Agent Assist, Copilot for CS, AI features.
- Excellent written and verbal communication; client-facing.
🎁 Benefits
- Private healthcare
- Training and professional development opportunities
- Flexible tech allowances and in-house training
- Hybrid work environment
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