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• Lead the strategic evolution and rationalisation of a large, complex Dynamics 365 platform, ensuring it becomes more efficient, maintainable, and accessible for integration with other systems.
• Identify opportunities to retire or simplify processes, while modernising architecture and functionality.

• Ensure an excellent customer experience in close collaboration with our customers and partners
• Support our customers and partners to solve problems and ensure a noticeable top-level satisfaction
• Continuous improvement of our support quality and infrastructure

• Work closely with product owners and stakeholders to analyze business needs and integrate them into the CRM system
• Define and enforce CRM development standards based on best practices and governance models
• Configure the system, workflows, automation, and integrate it with third-party systems

Solution Development: Design and develop customised solutions within Salesforce to meet project objectives and business goals, ensuring robust functionality and seamless user experiences....

• Act as the Lead Solution Architect in pre-sales engagements for contact center projects
• Design end-to-end contact center architectures, including:
• Omnichannel routing (voice, chat, e-mail, messaging)
• IVR / call flows / routing logic
• Voice-, Mail- and Chatbots
• Workforce and quality components

Independently troubleshoot and resolve issues related to ERP and integrated applications, escalating to other IT teams as infrastructure or networking, or third-party vendors when necessary....

• Represent and perpetuate HydraFacial's customer service values.
• Promptly respond to incoming customer inquiries by phone, via chat or video call, Zoom etc.
• Complete and accurate data entry and documentation of customer interaction.
• Follow up on customer inquiries and document response.