(Senior) Configuration & Automation Specialist (m/f/d)

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.

• Configure, maintain, and optimize Microsoft Dynamics 365 Customer Service and Contact Center capabilities
• Design and manage case management, queues, routing rules, workstreams, SLAs, business rules, forms, views, and agent experiences
• Maintain and improve omnichannel customer service capabilities across voice, chat, and email channels
• Own daily operational platform support, including complex configuration issues and second-level troubleshooting
• Translate business requirements into scalable Dynamics configurations and support solution design activities
• Configure and deliver new features, process improvements, and country rollouts from development through production readiness
• Collaborate on automation initiatives using Microsoft Copilot Studio and Power Automate
• Support integration testing and change activities together with Automation Engineers and Central IT
• Create and maintain documentation, configuration standards, runbooks, and best practices Qualifications Your Qualifications

• Experience configuring Microsoft Dynamics 365, ideally within Customer Service, Contact Center, or similar CRM environments
• Experience with customer service processes such as case management, routing, queues, SLAs, and agent workflows
• Ability to translate business requirements into scalable and maintainable platform configurations
• Strong problem-solving skills and experience troubleshooting platform-related issues
• Structured, analytical, and solution-oriented way of working
• Professional communication skills in English and German

Nice to Have

• Experience with Microsoft Dynamics 365 Contact Center or Omnichannel for Customer Service
• Experience with Copilot Studio, Power Automate, or similar low-code technologies
• Basic understanding of integrations, APIs, and connected enterprise systems
• Microsoft certifications or equivalent practical experience

What Makes You Successful

• You take ownership of both platform stability and continuous improvement
• You prefer configuration-first solutions over unnecessary custom development
• You enjoy collaborating across Product, Operations, Engineering, and IT teams
• You actively share knowledge and contribute to team growth and cross-skilling initiatives