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
- Strong collaboration across cross-functional teams
- Proactive knowledge sharing and team growth
- Ownership mentality and proactive problem-solving
- Microsoft Dynamics 365 configuration
- Customer Service / Contact Center workflows
- Copilot Studio
(Senior) Configuration & Automation Specialist (m/f/d) in Nürnberg Arbeitgeber: Bertelsmann
Riverty ist ein hervorragender Arbeitgeber, der dir die Möglichkeit bietet, in einem dynamischen und internationalen Umfeld zu arbeiten, das von Innovation und Zusammenarbeit geprägt ist. Mit flexiblen Arbeitsbedingungen und einer starken Unternehmenskultur, die auf Empathie und modernster Technologie basiert, fördert Riverty nicht nur deine berufliche Entwicklung, sondern auch dein persönliches Wachstum. Als Teil der Bertelsmann-Gruppe profitierst du von den Vorteilen eines etablierten Unternehmens, während du gleichzeitig an der Spitze der FinTech-Branche arbeitest und einen echten Einfluss auf die finanzielle Sicherheit von Menschen und Unternehmen hast.
