Job Title: Functional Architect – D365 Customer Service
Duration: Permanent role
Location: Jakarta, Indonesia
This opportunity offers the chance to lead functional design across a complex customer service transformation environment focused on D365 Customer Service and D365 CE. The role will support omnichannel service delivery, case lifecycle design, and contact-centre optimisation, with exposure to digital engagement, unified agent desktop, and CTI integration design. This position will play a key part in shaping user journeys, improving service operations, and supporting consolidation of fragmented applications.
Required Experience:
- Hands-on experience in D365 Customer Service functional design and delivery
- Strong functional experience across D365 CE
- Experience covering D365 Omnichannel, live chat or digital messaging, unified agent desktop, and case lifecycle management
- Experience with routing, SLA, entitlements, knowledge management, and CTI or screen-pop integrations
- Experience validating journeys with business users and supporting application consolidation
- Experience working in contact-centre operating models and mapping service improvements to platform capabilities
Required Skills:
- D365 Customer Service
- D365 CE
- Functional architecture and functional design ownership
- Configuration of D365 Omnichannel and digital engagement capabilities
- Case management and unified agent desktop configuration
- Bahasa
- Availability to work in Indonesia
Preferred Qualifications:
- Experience with Genesys integration design
- Experience with insurance sector environments
- Understanding of OJK complaint handling
- Experience with bilingual contact-centre design
- Experience supporting AHT, FCR, and NPS improvement initiatives
About Airswift:
Airswift is an international workforce solutions provider within the energy, process and infrastructure industries. Airswift serves as a strategic partner to clients, offering a turnkey workforce solution to capture and deliver the top talent needed to complete successful projects by aligning with unique project needs. With over 1000 employees and 9,000 contractors operating in over 60 countries, Airswift's geographical reach and pool of talent available is unmatched in the industry.