The posting
Job Description
A core focus of our activities is the implementation and optimization of Microsoft Dynamics 365 Contact Center, helping our clients in demanding sectors such as financial services, insurance and luxury to modernize their customer engagement platforms and transition to high-performing cloud and AI based platforms. Our approach is grounded in a strict alignment between business objectives and technological solutions. To strengthen our growing team, we are seeking an experienced Senior Expert who will lead complex CX transformation initiatives and act as a Trusted Advisor to our clients, and a Solution Architect for our activities in Switzerland.
Responsibilities
- You act as a trusted advisor to our clients, helping them define their customer engagement vision and ensuring a consistent alignment between business objectives and the Dynamics 365 Contact Center solution throughout the engagement.
- You lead business workshops and discovery sessions with clients' operational, customer service and IT stakeholders to map current processes, identify pain points and design future-state Contact Center operating models.
- You advise clients on their migration strategy from on-premises or legacy telephony environments to Dynamics 365 Contact Center, taking into account their operational constraints, regulatory requirements and change management needs.
- You oversee the full project lifecycle from pre-sales through requirements, solution design, user acceptance testing, end-user training and hypercare, ensuring a sustainable and successful go-live.
- You act as Design Authority on your engagements, ensuring that solution decisions are consistent, well-governed and compliant with applicable data protection requirements.
- You lead and develop a team of consultants and specialists, fostering cross-functional collaboration and ensuring adherence to delivery commitments and quality standards.
- You serve as the primary point of contact for strategic accounts, guaranteeing service quality and ensuring solutions align with complex client needs.
- You contribute actively to pre-sales activities, including solution scoping, effort estimation, proposal writing and client presentations.
What We Offer
- A key role within a leading and well-established Swiss IT service provider, recognized for delivering high-quality solutions based on state-of-the-art technologies.
- The opportunity to actively shape the development of our Microsoft Dynamics 365 Contact Center practice in Switzerland and to contribute to strategic client engagements.
- A professional environment characterized by short decision paths, pragmatic collaboration, and a strong team spirit across business units.
- Attractive opportunities for long-term professional growth and personal development.
- A healthy work-life balance with flexible working hours, hybrid working models, at least 25 days of annual leave, and a modern, ergonomic workplace in a multicultural environment.
- A comprehensive benefits package, including a half-fare public transport subscription, first-class rail travel for business purposes, competitive pension fund schemes, worldwide private accident insurance, progressive daily sickness benefits insurance and attractive fleet conditions.
Your Profile
- You bring at least ten years of professional experience in Contact Center or CX consulting, with a proven track record of leading end-to-end solution projects from pre-sales to deployment in complex, regulated environments.
- You are passionate about the transformation AI is bringing to modern Contact Centers and customer service operations.
- You have solid expertise with Microsoft Dynamics 365 Contact Center and Dynamics 365 Customer Service, with a strong understanding of omnichannel customer journeys, case management, workforce engagement management and AI-assisted service capabilities.
- You have a broad knowledge of the CCaaS landscape and hands-on experience managing on-premises to cloud Contact Center migrations.
- You are familiar with governance frameworks and data protection requirements (GDPR, DPA) applicable to Contact Center environments and can take a Design Authority role in your engagements.
- You hold a university degree, business IT or equivalent qualification.
- You bring strong analytical skills and the ability to structure complex operational challenges, translate them into clear solution designs and communicate them convincingly to both business and IT audiences.
- You are a confident, customer-oriented leader with excellent presentation and facilitation skills, experienced in managing teams and building trusted relationships at all levels of a client organization.
- You are fluent in French and English, both spoken and written. Knowledge of German is considered an asset.
We are committed to strong corporate values and firmly believe that diversity is a key success factor. If you approach challenges with professionalism, curiosity, and entrepreneurial drive, you will feel at home with us.
If you are an experienced professional who enjoys shaping the future of customer engagement and actively contributing to the digital transformation of leading Swiss organizations, we look forward to receiving your application.
Please submit your complete application dossier, including CV, cover letter, employment references and copies of diplomas or certificates.
About Us
We are ELCA, one of the largest Swiss IT tribe with over 2,200 experts. We are multicultural with offices in Switzerland, Spain, France, Vietnam and Mauritius. Since 1968, ELCA has been shaping Switzerland’s digital transformation. We provide tailor-made and standardized solutions to public and private organizations across all industries, leveraging our expertise in AI, cloud, and cybersecurity.
