Dynamics 365 Customer Service & Contact Center (AI Solutions) - Customer Engineer Job Listing at JDA TSG in United States of America (Job ID 12836059)

Description

At JDA TSG, we equip many of the world's major brands with top-tier specialized talent, business process expertise and technologies to drive their organizations in exciting new directions. What makes us the partner of choice for the most experience-obsessed brands worldwide? We apply extensive due diligence up front to ensure that our teams and talent will be a cultural fit and can make a difference from the very start. And we've established a reputation for bringing exceptional focus, flexibility, and confidence with every client we serve.

We have immediate opportunities for Dynamics 365 Customer Service and Contact Center Expert to join our team as Customer Engineers (CEs). This is a remote (home-based), salaried role with great benefits and a fantastic team.

As a CE, you'll partner with enterprise customers to transform their customer support operations using AI-powered automation and analytics. You'll lead implementations of Dynamics 365 Customer Service and Omnichannel Contact Center capabilities, helping organizations build intelligent case management systems, deploy virtual agents, and integrate real-time AI insights into every customer interaction.

Location: Remote US

Salary Range: $100K – $110K based on experience

Primary Work Includes:

• Standard Product Workshops & Training – Deliver enablement sessions on Dynamics 365 Customer Service, Copilot for Customer Service, and AI-driven case management.
• In-Depth Product Reviews / Whiteboard (Chalk Talk) Sessions – Lead architecture discussions on omnichannel service design, automation, and analytics.
• Service Health Checks / Assessments – Evaluate existing contact center setups for performance, customer experience, and AI adoption readiness.
• Operational Reviews of Implementations – Ensure solutions align with CX metrics, governance, and scalability requirements.
• Product Upgrade / Integration Assessments – Support deployment of Copilot, Virtual Agents, Power Automate flows, and Azure Communication Services integrations.
• AI & Analytics Enablement – Implement conversation intelligence, sentiment analysis, and real-time insights to enhance agent productivity and customer satisfaction.
• Act as the Primary Technical Contact – Provide visibility, guidance, and escalation support across customer experience transformation engagements.

Key Skills & Technologies:

• Core Platforms: Dynamics 365 Customer Service, Omnichannel for Customer Service, Contact Center
• AI & Automation: Copilot for Customer Service, Virtual Agents, Conversation Intelligence, Sentiment Analysis
• Integration: Azure Communication Services, Power Virtual Agents, Microsoft Teams, Power Automate
• Insights & Analytics: Customer Service Insights, Dashboards, Embedded AI Analytics
• Governance & Customization: Power Platform extensibility, workflows, SLAs, case entitlements
• CX Strategy: Case deflection, self-service enablement, and omni-channel optimization

The Experience You'll Need to Excel in the Role:

• 15+ years of IT experience required.
• 7+ years of implementing Dynamics 365 or CRM-based customer service solutions at enterprise scale.
• Experience modernizing or integrating traditional contact centers with Dynamics 365 or Azure Communication Services.
• Familiarity with Copilot and AI-based agent assist tooling.
• Strong communication skills with the ability to translate service transformation goals into technical execution.
• Proven track record improving service delivery, reducing time-to-resolution, and increasing customer satisfaction.

At JDA TSG, our core values provide the framework that allows us to continually focus on what made us successful in the first place. Quite simply, our values inform everything that we do. We knew from day one that if we hired smart, passionate people and provided them meaningful yet challenging roles, we will thrive as an organization. We are excited to be here, doing meaningful work.

We are committed to a diverse and inclusive workplace. We know diversity makes our team stronger, producing extraordinary results for our company and our clients. At JDA TSG, everyone is valued and empowered to succeed.

Benefits and Perks:

• Healthcare – Comprehensive coverage for you and your family
• Employee Assistance Program – Counseling and coaching support
• 401K with company match
• Paid time off & Paid parental leave
• Volunteer Day Off
• Life insurance & Business travel accident insurance

JDA TSG is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations, and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. We are interested in every qualified candidate who is eligible to work in the United States.

 Apply on company website