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Project Details:
Role:MS Dynamics D365 Developer
Location:Remote
Duration:6+ months/longterm
Type:Contract
Interview Criteria: Telephonic + Skype
Job Description:
The D365 Omnichannel Optimization Lead will be responsible for overseeing the enhancement and optimization of the D365 Omnichannel system to meet the current and future needs of the client. This role involves managing the integration of various communication channels, deploying additional bots, and ensuring seamless interaction between scheduling systems and D365. The successful candidate will collaborate with key stakeholders to achieve operational excellence and improve customer engagement.
Key Responsibilities:
System Optimization:
- Lead the improvement and optimization of the D365 Omnichannel implementation.
- Ensure SMS, chat, and email functionalities are operational and fully integrated.
- Expand the use of bots to manage different queues and improve customer engagement.
- Develop and implement rules-based processing to route calls to appropriate locations or skills.
Integration:
- Oversee the integration of Central Reach with D365 to eliminate the need for agents to switch between systems.
- Ensure that both Central Reach and D365 maintain accurate and synchronized customer records.
- Streamline intake and referral processes with scheduling and rescheduling workflows.
Project Management:
- Manage the deployment of chatbots to enhance client engagement.
- Coordinate with internal users and provide training to ensure effective utilization of the D365 Omnichannel system.
- Monitor system performance and implement improvements based on user feedback and analytics.
Stakeholder Collaboration:
- Work closely with existing patients, customer service teams, and scheduling/rescheduling departments to understand their needs and challenges.
- Collaborate with Client Operations, Information Technology, and Executive Leadership to align the D365 Omnichannel enhancements with organizational goals.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or a related field. Master’s degree preferred.
- Minimum of 5 years of experience in managing and optimizing CRM systems, specifically Microsoft Dynamics 365.
- Proven experience in implementing and enhancing omnichannel solutions.
- Strong project management skills with a track record of successfully leading complex IT projects.
- Excellent problem-solving skills and the ability to troubleshoot system issues effectively.
- Strong communication and interpersonal skills to collaborate with various stakeholders.
- Ability to work independently and as part of a team in a fast-paced environment.
& ,
Saikiran Reddy
Sr. Associate
(Recruitment - Talent Acquisition)
Tel Ext. 2552 Mobile,
Email: