Microsoft Dynamics Trainer - Contact Center Solutions

Job Summary We are seeking an experienced Contact Center Integration Trainer with strong expertise in Microsoft Dynamics Contact Center (Dynamics 365 Customer Service / Omnichannel) and working knowledge of Zendesk. The trainer will deliver a 2-day remote training session for 5–10 participants (administrators), focusing primarily on Microsoft Dynamics capabilities and its integration with Zendesk. The ideal candidate should be fluent in German and English and capable of delivering interactive, hands‑on training via Microsoft Teams. Key Responsibilities Deliver a 2‑day instructor‑led remote training session via MS Teams for administrators Provide in-depth training on Microsoft Dynamics Contact Center, including: Omnichannel capabilities (chat, voice, case management) Workflow automation and routing User roles, permissions, and administration Explain integration concepts between Zendesk and Microsoft Dynamics, including: API‑based integration approaches Middleware/tools commonly used for integration Use cases and best practices Conduct hands‑on demos and practical exercises Customize training content based on client use cases Provide training materials, documentation, and recordings (if required) Address participant queries and provide post‑training recommendations Required Skills & Qualifications Strong hands‑on experience with Microsoft Dynamics 365 Customer Service / Contact Center Experience with Omnichannel for Customer Service Good understanding of Zendesk platform (functional knowledge is sufficient) Knowledge of contact center workflows and support operations Experience with system integrations (REST APIs, connectors, middleware) Proven experience in delivering technical trainings/workshops} Excellent communication and presentation skills Language Requirements Fluent in German and English (mandatory) Experience 5+ years of experience in Microsoft Dynamics 365 (Customer Service / Contact Center) Experience in CRM integrations or Contact Center solutions Prior experience delivering corporate training sessions is highly preferred Mode: Remote (Microsoft Teams) Duration: 2 Days Preferred Certifications (Good to Have) Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate #J-18808-Ljbffr