Call Center Escalation Specialist managing authorization approvals and member escalations for SafeRide Health. Ensure high service standards in a hybrid work environment at our San Antonio office.
AV
Hybrid Functional Consultant CCaaS – Microsoft Dynamics 365, English & Spanish Required
Posted last week
About the role
- Consultor Funcional de Microsoft Dynamics 365 contribuindo para operações de Contact Center e Customer Service. Transformando necessidades em soluções funcionais enquanto colabora com equipes no Brasil e no exterior.
Responsibilities
- Gather, analyze, and document functional requirements related to Contact Center and Customer Service
- Configure Microsoft Dynamics 365 modules, focusing on Customer Service and Omnichannel
- Design service journeys, SLAs, queues, routing rules, and prioritization
- Lead functional workshops with clients and stakeholders
- Act as a bridge between business and technical teams, translating requirements into implementable solutions
- Support integrations with CCaaS platforms (voice, chat, bots, e-mail, WhatsApp, etc.)
- Document processes, business rules, and configurations
- Support functional testing phases (UAT) and end-user training
- Serve as the functional reference throughout the project lifecycle
Requirements
- Solid experience as a Functional Consultant for Microsoft Dynamics 365
- Experience in Contact Center / CCaaS / Customer Service projects
- Strong understanding of service processes, omnichannel, SLAs, and customer experience
- Hands-on experience in CRM projects (implementation, rollout, or support)
- Advanced English for participation in global projects
- Advanced Spanish for interaction with international clients and teams
- Consultative, organized, communicative, and solution-oriented profile
- Ability to translate business needs into efficient functional solutions
- Microsoft Dynamics 365 certifications (advantage)
- Functional experience with CCaaS platforms (Genesys, Avaya, Amazon Connect, NICE, Five9, etc.) (advantage)
- Experience with agile methodologies (advantage)
- Previous experience in multicultural environments (advantage)
Benefits
- Meal voucher or food allowance
- Multi-benefits card (up to Senior Consultant level)
- Health and dental insurance
- Certifications and training
- Life insurance
- Private pension plan
- Avababy: pregnancy support and a welcome kit for new Avanade parents
- Company profit-sharing
- Wellhub
- Daycare assistance
- Career Advisor – career mentoring
- Birthday off policy on your birthday
- Wellness sessions
- For managerial positions or above: company vehicle, parking, and fuel allowance
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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