Senior Consultant – Microsoft Dynamics Contact Center/Customer Service

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.

About Cluster Reply

Cluster Reply is the Reply Group company specializing in consulting and system integration of Microsoft technologies. As a Microsoft partner, Cluster Reply is active in Germany, Austria and Switzerland and works within the Reply network with sister companies in Brazil, Great Britain, Italy as well as the USA. The company focuses on innovation and supports customers in their digital transformation. The solutions range from on-premises to cloud applications in the areas of modern workplace and security, business applications, applications and infrastructure as well as data and artificial intelligence.