Service Delivery Manager – Bilingual
Concentrix
full-time
Posted on:
Location Type: Remote
Location: Remote • New York • 🇺🇸 United States
Visit company websiteSalary
💰 $95,859 - $115,000 per year
Job Level
SeniorLead
About the role
- Lead workshops with business and contact center stakeholders to gather requirements related to Customer Service and Omnichannel processes.
- Design and configure Dynamics 365 Customer Service features including: Case management Queues and routing rules SLAs and entitlements Knowledge management Customer Service workspace
- Implement Omnichannel capabilities such as: Live chat Voice SMS and social channels Unified routing Workstreams, sessions, and agent scripts Supervisor dashboards and real-time insights
- Define and optimize end-to-end customer interaction flows.
- Collaborate with technical teams on integrations (IVR/telephony, bots, backend systems), data migration, Power Automate flows, and custom solutions.
- Advise clients on best practices, governance, and the Microsoft Customer Service & Omnichannel roadmap.
- Assist in pre-sales activities by preparing demos and solution overviews when required.
Requirements
- 8-10 years of experience implementing Dynamics 365 Customer Service and/or Omnichannel solutions
- Strong functional understanding of contact center operations, case management, and multi-channel communication processes
- Hands-on experience configuring: Queues, routing rules, SLAs Knowledge base Omnichannel workstreams, channels, and unified routing Agent experiences (Agent Workspace, Customer Service Workspace)
- Familiarity with Power Platform and Dataverse (Power Automate, Power Apps).
- Experience facilitating workshops, documenting requirements, and designing functional solutions.
- Excellent communication and client-facing skills.
Benefits
- medical, dental, and vision insurance
- comprehensive employee assistance program
- 401(k) retirement plan
- paid time off and holidays
- paid learning days
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Dynamics 365 Customer ServiceOmnichannel solutionsCase managementQueuesRouting rulesSLAsKnowledge basePower AutomatePower AppsData migration
Soft skills
CommunicationClient-facing skillsFacilitating workshopsDocumenting requirementsDesigning functional solutions