Caterpillar Inc. is looking to improve customer service productivity and efficiency by leveraging Microsoft Dynamics 365 Customer Service, Power Platform, Power BI, and AI capabilities.
Requirements
- Proven experience designing and implementing Dynamics 365 Customer Service
- Strong understanding of customer service and support operations
- Experience with full lifecycle implementations of Dynamics 365, from requirements gathering to deployment
- Extensive experience in systems architecture, focused on Microsoft Dynamics 365 implementations
- Microsoft Azure: Experience with Azure PaaS and IaaS services, including Azure Functions, Logic Apps, Service Bus, Event Grid, and Azure Data Factory
- Power Platform: Proficiency with Power Apps, Power Automate, Power BI, and AI Builder
- Integration Technologies: Experience with Azure API Management, Logic Apps, Azure Service Bus, and Azure Integration Services
Responsibilities
- Work with peers within Cat Customer Support and other Cat Digital teams to collaborate on requirements and product roadmap
- Drive AI strategy and solutions to improve customer service productivity and efficiency working closely with Data & AI team.
- Develop clear presentations for executive audiences to explain complex technical solutions simply.
- Design, implement, and test Power Platform solutions that enhance the core Dynamics 365 functionality through Power Apps, Power Automate, and Power BI.
- Guide technical decisions around customization vs. configuration within Dynamics 365 targeting greater than 85% out of the box.
- Evaluate & implement Microsoft technologies (including Copilot, AI Builder, and other AI services) to drive increased support productivity & efficiency
- Conduct regular architectural reviews to identify areas for improvement, optimization, and technical debt reduction.
Other
- Bachelor's degree in Computer Science, Information Technology, or related field
- Decision Making and Critical Thinking: Knowledge of the decision-making process and associated tools and techniques; ability to accurately analyze situations and reach productive decisions based on informed judgment.
- Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Building Relationships and Using Influence: Naturally connects and builds strong relationships with global stakeholders, demonstrating strong emotional intelligence and an ability to communicate clearly and persuasively.
- Visa Sponsorship is not available for this position.
