Dynamics 365 Contact Center Technical / Functional Analyst

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...