Dynamics 365 projects, with a focus on Contact Center processes. In this role, you will work closely with business stakeholders, IT teams to gather requirements, coordinate project activities, support solution design and ensure the successful adoption of Dynamics 365 capabilities across customer interaction channels. Manage and coordinate Microsoft Dynamics 365 projects related to Contact Center, Customer Service and CRM processes.
Collect, analyze and document business requirements, translating them into user stories, functional specifications and project deliverables.
Support process mapping and gap analysis across customer interaction flows, including voice, chat, email, routing, case management and agent productivity.
Coordinate project timelines, milestones, risks, open points and dependencies, ensuring timely follow-up with business, technical and vendor teams.
Contribute to testing, UAT, training and adoption activities, preparing documentation, status updates and reporting materials for stakeholders.

Project Manager/Business Analyst Dynamics

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