Microsoft Dynamics Contact Center Senior Consultant (B2B)

Responsibilities

We are looking for a Senior Consultant with strong hands-on experience in Microsoft Dynamics 365 Contact Center. The role focuses on the functional and technical implementation of a modern omnichannel contact center platform, excluding deep voice or telephony architecture responsibilities.

• Configure and implement Microsoft Dynamics 365 Contact Center features.

• Design and implement routing, queues, and case management concepts.

• Support integration with surrounding CRM and business systems.

• Act as senior delivery consultant within the project team.

• Support testing, go-live and hypercare phases.

• Create documentation and support knowledge transfer.

Qualifications

• Successfully completed a degree in computer science, mathematics, physics, or a comparable field of study.

• Strong hands-on experience with Microsoft Dynamics 365 Customer Service / Contact Center.

• Solid understanding of omnichannel concepts (digital channels, workload, routing).

• Experience in enterprise CRM and contact center implementations.

• Structured, solution-oriented working style.

• Very good Polish and English skills; German is a plus.

• Open to hybrid work, with 1 day per month at our Katowice office.

Nice to have:

• Experience in manufacturing or industrial enterprises.

• Microsoft Dynamics 365 certifications.

• Experience working in agile project environments.

Develop yourself and the digital future – at Reply!

Reply specialises in designing and implementing solutions based on new communication channels and digital media. Structured as a network of highly specialised companies, Reply supports leading European industrial groups in sectors such as Telco & Media, Industry and Services, Banking and Insurance, and Public Administration, helping define and develop business models enabled by new paradigms such as AI, Cloud Computing, Digital Media, and the Internet of Things. Reply’s services include Consulting, System Integration, and Digital Services.