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About the Role

Riverty is seeking a (Senior) Configuration & Automation Specialist with a focus on Microsoft Dynamics to manage and enhance their Dynamics 365 Contact Center platform. This role involves translating business needs into scalable configurations, ensuring operational stability, and collaborating with various teams to deliver customer service solutions.

Responsibilities

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

Requirements

Experience configuring Microsoft Dynamics 365, ideally within Customer Service, Contact Center, or similar CRM environments.
Experience with customer service processes such as case management, routing, queues, SLAs, and agent workflows.
Ability to translate business requirements into scalable and maintainable platform configurations.
Strong problem-solving skills and experience troubleshooting platform-related issues.
Structured, analytical, and solution-oriented way of working.
Professional communication skills in English and German.

Skills

Microsoft Dynamics 365
Customer Service
Contact Center
CRM
Case Management
Routing
Queues
SLAs
Agent Workflows
Microsoft Copilot Studio
Power Automate
Low-code technologies
Integrations
APIs
English
German

Location

Berlin
Verl
Baden-Baden

Work Type

Hybrid
Permanent
Full-time

Experience Level

Senior

About the Company

Riverty is part of the family-owned Bertelsmann group.
They operate in a fast-paced industry, enabling flexible payments in various industries.
They simplify financial management for known brands and help people build financial confidence.
Their mission is to combine empathy, advanced technology, and data-driven insights to keep people and businesses in flow with payments.

Equal Opportunity

Responsible for processing the information provided in your application is the company specified in the job advertisement, with its registered office as indicated.
The company processes your data for the purpose of establishing an employment relationship on the basis of Art. 6 (1) b GDPR / Section 26 (1) sentence 1 BDSG.
The retention period for your data is determined by the statutory time limits applicable in the respective country, beginning upon completion of the recruitment process.
You can contact the company’s Data Protection Officer at the above-mentioned postal address.
Further information on data protection and your rights can be found here.