D365 AI Specialist

About Itineris
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.
Role Overview
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.

Key Responsibilities

• 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.

Required Skills & Qualifications

• 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— this is essential.
• 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.