(Senior) Configuration & Automation Specialist (m/f/d)

Stellenbeschreibung:

Overview

In this role, you’ll own the day-to-day operation and ongoing improvement of Riverty’s Microsoft Dynamics 365 Contact Center. You’ll translate business needs into scalable platform configurations, balancing stability with feature delivery. You’ll collaborate with product, operations, and IT to build reliable customer service solutions using a configuration-first approach. This is a chance to shape modern contact center capabilities at scale within a fast-growing FinTech environment.

Verantwortungsbereiche

Configure, maintain, and optimize Microsoft Dynamics 365 Customer Service and Contact Center features
Design and manage case management, queues, routing, workstreams, SLAs, business rules, forms, views, and agent experiences
Maintain omnichannel capabilities across voice, chat, and email
Own daily operational platform support including complex configuration issues and escalation troubleshooting
Translate business requirements into scalable configurations and support solution design
Deliver new features, process improvements, and country rollouts from development to production
Collaborate on automation initiatives using Copilot Studio and Power Automate
Support integration testing and change activities with Automation Engineers and Central IT
Create and maintain documentation, runbooks, and best practices

Zentrale Anforderungen

Experience configuring Microsoft Dynamics 365 in Customer Service/Contact Center or similar CRM environments
Experience with case management, routing, queues, SLAs, and agent workflows
Ability to translate business needs into scalable and maintainable configurations
Strong problem-solving and troubleshooting skills for platform issues
Structured, analytical, and solution-oriented approach
Professional communication in English and German