Dynamics CRM Technical Architect
Indonesia
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Job Description
Dynamics CRM Technical Architect
Jakarta, Jakarta

Job Summary

Level: L3 | Location: Onsite (Indonesia)   | Bahasa: Must-have

Skills & Real-Time Implementation Experience Required:
• 8–10 yrs hands-on D365 Customer Service
• D365 Omnichannel (live chat, digital messaging), unified agent desktop, case lifecycle
• Routing / SLA / entitlements, knowledge management
• CTI screen-pop integration to a Genesys voice seam
• Contact-centre operating models and AHT / FCR / NPS lever design
• OJK complaint handling and double-entry elimination
• Bilingual contact-centre design across P&C and Life

Key Responsibilities

• Own D365 Customer Service functional design for the Zurich Care contact-centre wrap
• Configure D365 Omnichannel digital engagement, unified agent desktop and case + OJK complaint capture — eliminating the manual-Excel double-entry pain point
• Design the CTI screen-pop seam to Genesys voice
• Map AHT-reduction and FCR / NPS levers to features
• Validate journeys with business users — Contact Center and P&C stakeholders
• Drive the 8-app fragmentation consolidation

Skill Requirements

1. Proficiency in crm systems, specifically microsoft dynamics 365 customer engagement (d365 ce)
2. Strong understanding of crm concepts, data structures, and data models
3. Experience with ootb configurations in d365 ce
4. Ability to perform customizations in d365 ce to meet unique business requirements
5. Knowledge of crm integration with other systems and applications
6. Excellent problem-solving and analytical skills
7. Strong communication and interpersonal abilities

Other Requirements

1.Microsoft Certified1.Dynamics 365 + Power Platform Solution Architect Expert certification is preferred
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.