D365 AI Specialist

Itineris is a global technology company headquartered in Belgium, dedicated to delivering innovative software and services for the energy and water utility sector. Our flagship solution, UMAX, is a Microsoft Dynamics 365-based CIS and ERP platform used by leading utilities across North America and Europe. As a long-standing Microsoft Gold Partner and member of Microsoft’s Inner Circle, we are deeply embedded in the Microsoft ecosystem and actively building the next generation of AI-native capabilities on top of it.

What you will work on...

We're looking for a D365 AI Specialist to support product investigation by mapping industry processes and evaluating how Microsoft first-party Dynamics 365 agents can apply to them. This is a business-focused role centered on analysis and demonstration, not customer delivery or low-level model code. You won't need deep customer-specific knowledge; what matters is a strong grasp of how the industry runs its processes and a sharp eye for where first-party AI agents fit. Your work feeds directly into our product roadmap.

As our D365 AI Specialist, you...

• Map industry (utility) business processes to identify where Microsoft first-party Dynamics 365 agents could add value, the primary focus of the role.
• Investigate, evaluate, configure and demo Microsoft first-party agents in Dynamics 365 Customer Engagement (e.g. Customer Service agent, case- and knowledge-driven agents), demonstrating capability rather than owning end-to-end deployment.
• Engage with our product teams to jointly configure first-party agents in UMAX demo/sandbox environments to showcase what they can and can't do against mapped industry scenarios.
• Explore the broader Microsoft AI toolset, Copilot, Copilot Studio, AI Builder, to understand how it complements first-party agents.
• Document findings, gaps, and recommendations and feed them into product and roadmap discussions.
• Play a supporting role in the assessment and validation of first-party agent fitment to Itineris product capabilities and client business processes.
• Run capability demos and proofs-of-concept that make first-party agent behaviour tangible for internal stakeholders.
• Stay current on the Microsoft AI / Dynamics 365 roadmap and translate changes into implications for our product.

What you bring...

• Medior-senior experience as a D365 functional consultant, analyst, or comparable
• Hands-on experience setting up and using Microsoft first-party agents in Dynamics 365 Customer Engagement
• Strong functional knowledge of Dynamics 365 (Customer Service, Contact Center and/or related modules) and the Power Platform
• Strong ability to map and analyse industry business processes and connect them to product opportunities
• Practical familiarity with the Microsoft AI toolset, Copilot Studio, AI Builder, or Copilot agents, in a configuration/demo capacity
• Clear communicator able to translate technical capability into business implications for internal stakeholders
• An investigative, product-minded approach, comfortable with ambiguity and exploration

Preferred Qualifications

• Exposure to the utilities sector or enterprise billing / CIS / Customer Service process domains
• Familiarity with Dataverse, prompt engineering, and AI governance / responsible-AI practices
• Relevant Microsoft certifications (Power Platform, Dynamics 365, AI)

What success looks like (first 6-12 months)

• A set of mapped industry processes with clear assessments of where first-party agents fit
• A library of working demos showing first-party Customer Service agent capabilities against those processes
• Documented findings and recommendations actively informing the product roadmap

What we offer…

• A fast-growing and international environment with offices in beautiful Ghent (Belgium), bustling Atlanta (USA) and lively London (UK)
• Working with future-ready water and energy companies and building valuable utility expertise
• Internal mobility, developing your career through various educational programs and growth paths
• An entrepreneurial mindset where you have a direct impact on our growth journey
• An open environment where we make it a priority to celebrate milestones, both big and small
• Onboarding, learning and buddy programs to get ready for a smooth start in your new job
• A flexible and inclusive working environment, where people can just be who they are, and where we offer flexible options for hybrid working so you can work in a way that suits you best
• A lot of fun moments with an eye for sports, celebration and wellbeing, important for maintaining a healthy work-life balance.A competitive total rewards package aligned with the responsibilities of the role, your experience and our internal career framework
• Transparent career development and promotion opportunities based on objective criteria, skills and performance
• A comprehensive benefits package including a company car or mobility budget, bonus plan, group insurance, hospitalization insurance, Alan healthcare, meal vouchers, eco vouchers, flexible benefits and hybrid working options
• We are committed to equal opportunities and fair employment practices, ensuring that hiring, development and career growth decisions are based on objective and consistent criteria