Description
The role focuses on implementing and enhancing the Voice of Customer (VoC) module within Microsoft Dynamics 365 to capture, analyze, and act on customer feedback, improving utility service delivery across water and electricity distribution.
Tasks
•Develop and maintain the Voice of Customer (VoC) module within Microsoft Dynamics 365 to capture, analyze, and act on customer feedback
•Enhance utility service delivery across water and electricity distribution through tailored CRM solutions
•Implement feedback mechanisms, including surveys, focus groups, and direct customer interaction
•Gather and translate customer needs, preferences, and pain points into actionable system improvements
•Support the utility provider in making informed decisions that align with customer expectations
•Communicate with client business teams, including Customer Services and Water and Electricity department representatives
•Collaborate with the IT department, including Service Desk, to ensure smooth delivery and operational support
•Provide technical guidance and recommendations to align CRM capabilities with business goals
Requirements
•3+ Years of experience as a Dynamics CRM Developer
•Expertise in the Voice of Customer (VoC) module within Microsoft Dynamics 365
•Proficiency in Microsoft Power Platform
•Customer communication and stakeholder engagement skills
•Ability to liaise between business and IT teams in a utility services environment
•English proficiency at B2 level or higher
Nice to have
•Familiarity with ITIL Operational Support and Analysis
•Knowledge of Scrum
Conditions
•Flexible schedule
•Necessary work equipment provided
•Opportunities to change projects and technology stacks within EPAM
•Exposure to various business domains, including Insurance, E-commerce, Healthcare, Finance, Traveling, Media, and Artificial Intelligence
•Relocation opportunities may be available for eligible candidates, depending on the role and openings at other EPAM locations
•Participation in volunteer and charity programs and communities
•Individual career path planning with a manager and regular colleague feedback
•Free English training with certified teachers, including Speaking Clubs and client interview preparation courses
•Free training and certification in MS Dynamics, AI, Power Platform, Azure, and other areas
•Access to the internal E-learn training program with 18,200+ specialized training and mentoring programs
•Access to corporate accounts on LinkedIn Learning, Get Abstract, and other partner resources
•Engineering Excellence and AI Productivity training
•Access to EPAM Solution Architecture School
•Leadership development opportunities and access to Delivery Management, Resource Management, and Leadership Essentials schools
•Participation in internal communities, including 500+ annual meetups, technical discussions, brainstorming sessions, online events, and conferences
