Location:
Abu Dhabi (Remote) Duration: Yearly renewable contract Role Summary The Solution Designer shapes how customer service and the contact centre will work, from customer journeys and routing strategy to the day-to-day experience of agents and supervisors. You will lead discovery, map current and future-state processes, run fit-gap analysis and turn operational needs into designs that make the most of standard Dynamics 365 Customer Service and Contact Center capabilities. Your designs will guide configuration, testing and change management. Required Qualifications
• 7+ years in customer experience, service design, contact centre design or senior business analysis.
• 3+ years on Dynamics 365 Customer Service / Omnichannel, or a comparable CCaaS platform.
• Robust process modelling and customer journey mapping skills.
• Proven fit-gap analysis and requirements traceability.
• Solid understanding of contact centre operations, workforce planning concepts and KPIs.
• Experienced workshop facilitator with senior and frontline stakeholders

📌 Dynamics 365 Customer Experience Solution Designer (India)
🏢 REACH Energy
📍 India