Dynamics 365 Contact Center Technical / Functional Analyst

Arηs Group, Part of Accenture, specializes in the management of complex public sector IT projects, including systems integration, informatics and analytics, solution implementation and program management. Our team helps lead clients through digital and information systems design, bringing expertise in a variety of areas ranging from software development, data science and security management to machine learning, cloud, and mobile development.

Arηs Group was acquired by Accenture in July 2024.

ARHS Group – part of Accenture – is looking for a Dynamics 365 Contact Center Technical / Functional Analyst for one of its clients in Brussels, a key player in the Belgian Banking domain.

Context

You will join a large-scale Dynamics 365 Contact Center program aimed at designing, optimising, and industrialising omnichannel customer service processes. The assignment takes place in an agile environment with iterative deliveries, close collaboration with business and technical stakeholders, and a strong focus on alignment between operational needs and platform capabilities. The role sits at the intersection of business, technology, and delivery teams within a complex enterprise ecosystem.

Role & Responsibilities

• Collecting, analysing, and documenting business requirements related to contact center operations (SLA management, omnichannel interactions, queue management, routing, agent experience, automation)
• Translating functional requirements and user stories into clear technical specifications for developers
• Configuring and parametrising Dynamics 365 Customer Service, Omnichannel for Customer Service, Unified Routing, Knowledge Management, and related Power Platform components
• Performing process modelling (e.g. BPMN), identifying gaps, and proposing optimised solutions aligned with platform capabilities
• Supporting business users during testing phases (UAT) and production rollout
• Participating in platform governance activities: standards, documentation, configuration consistency
• Supporting incident analysis and resolution in collaboration with technical teams
• Providing training and functional support to end users
• Contributing to agile ceremonies and working in iterative sprint-based delivery

Your Profile

• Active written and spoken knowledge of French or Dutch, with passive knowledge of the other, and active knowledge of English.
• Strong analytical and problem-solving mindset, with attention to detail and quality
• Excellent communication skills, able to explain complex concepts to both technical and non-technical audiences
• Autonomous, well-organised, and able to prioritise tasks effectively
• Collaborative team player, comfortable working in multidisciplinary and agile teams
• Proactive attitude, with the ability to challenge and improve existing processes
• Comfortable interacting with stakeholders at different levels of the organisation

Technical Skills

• Strong knowledge of Dynamics 365 Customer Service and Dynamics 365 Contact Center
• Experience with Omnichannel for Customer Service, Unified Routing, and Knowledge Management
• Solid understanding of the Microsoft Power Platform:
  • Power Automate
  • Power Apps (Model-Driven Apps and Canvas Apps)
  • Microsoft Dataverse
  • Microsoft Copilot Studio
• Experience in business, functional, and technical analysis
• Knowledge of solution architecture within the Power Platform ecosystem
• Understanding of system integrations and APIs
• Experience with testing methodologies, test plans, and result tracking
• Ability to define functional architectures, user stories, personas, and process models

There are a wide variety of career paths and opportunities available at Arηs Group - part of Accenture, and we encourage employees to focus on their professional growth and develop a variety of skills.

WHAT´S IN IT FOR YOU?

• We value your contribution, which is why we offer a competitive and attractive salary package.
• Your wellbeing is our priority – from day one, you are covered by a comprehensive health insurance plan.
• Benefit from a convenient meal allowance provided through a ticket restaurant card.
• Take part in impactful projects that make a difference at both the national and European level.
• Continue to grow with us through in-house training sessions and a wide range of online learning opportunities.
• Join a collaborative culture where we regularly celebrate achievements and milestones together.