About this role
We're looking for a
(Senior) Configuration & Automation Specialist (Microsoft Dynamics Focus) (m/f/d)
(permanent, full-time) to join our Automation & Configuration Team at one of our locations in Berlin, Verl, or Baden-Baden, with flexible working conditions available.
In this role, you will take ownership of the day-to-day operation and continuous improvement of Riverty’s Microsoft Dynamics 365 Contact Center platform.
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.
Your Responsibilities
Configure, maintain, and optimize Microsoft Dynamics 365 Customer Service and Contact Center capabilitiesDesign and manage case management, queues, routing rules, workstreams, SLAs, business rules, forms, views, and agent experiencesMaintain and improve omnichannel customer service capabilities across voice, chat, and email channelsOwn daily operational platform support, including complex configuration issues and second-level troubleshootingTranslate business requirements into scalable Dynamics configurations and support solution design activitiesConfigure and deliver new features, process improvements, and country rollouts from development through production readinessCollaborate on automation initiatives using Microsoft Copilot Studio and Power AutomateSupport integration testing and change activities together with Automation Engineers and Central ITCreate and maintain documentation, configuration standards, runbooks, and best practices
Your Qualifications
Experience configuring Microsoft Dynamics 365, ideally within Customer Service, Contact Center, or similar CRM environmentsExperience with customer service processes such as case management, routing, queues, SLAs, and agent workflowsAbility to translate business requirements into scalable and maintainable platform configurationsStrong problem-solving skills and experience troubleshooting platform-related issuesStructured, analytical, and solution-oriented way of workingProfessional communication skills in English and German
Nice to Have
Experience with Microsoft Dynamics 365 Contact Center or Omnichannel for Customer ServiceExperience with Copilot Studio, Power Automate, or similar low-code technologiesBasic understanding of integrations, APIs, and connected enterprise systemsMicrosoft certifications or equivalent practical experience
What Makes You Successful
You take ownership of both platform stability and continuous improvementYou prefer configuration-first solutions over unnecessary custom developmentYou enjoy collaborating across Product, Operations, Engineering, and IT teamsYou actively share knowledge and contribute to team growth and cross-skilling initiatives
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