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About the Role

As the Dynamics specialist within our Automation & Configuration Team, you will translate business requirements into scalable platform configurations while balancing operational stability with continuous feature delivery. Working closely with Product Owners, Operations, Automation Engineers, Central IT, and external partners, you will help build reliable, maintainable, and future-oriented customer service solutions using a configuration-first approach.

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
Integrations
APIs
Enterprise Systems

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.
We enable flexible payments in various industries, simplifying the financial management of known brands and helping people repay debt to build financial confidence.
We are shaping FinTech.

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.
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