The Role
Investigate utility-industry processes and assess how Microsoft first-party Dynamics 365 agents can support them. Configure and demonstrate agents in UMAX sandbox environments, explore Copilot, Copilot Studio, and AI Builder, document capability gaps and recommendations, and inform product roadmap decisions. The role requires strong Dynamics 365 and Power Platform functional knowledge, process-analysis skills, AI agent configuration experience, and the ability to translate technical capabilities into business outcomes.
Summary Generated by Built In
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
Required Skills & Qualifications
Preferred Qualifications
What success looks like (first 6–12 months)
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.
Skills Required
- Medior-senior experience as a Dynamics 365 functional consultant, analyst, or comparable professional
- 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, or related modules
- Strong functional knowledge of the Microsoft Power Platform
- Ability to map and analyze industry business processes and connect them to product opportunities
- Practical familiarity with Copilot Studio, AI Builder, or Copilot agents in a configuration or demonstration capacity
- Ability to communicate technical capabilities and business implications clearly to internal stakeholders
- Investigative, product-minded approach and comfort working with ambiguity
- Exposure to the utilities sector or enterprise billing, CIS, or Customer Service process domains
- Familiarity with Dataverse, prompt engineering, and responsible AI or AI governance practices
- Relevant Microsoft certifications in Power Platform, Dynamics 365, or AI
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The Company
What We Do
Itineris is a software company focused exclusively on water and energy utilities. It develops and implements UMAX, a cloud-based Customer Information System, CRM, ERP, asset, and field-service management platform built on Microsoft Dynamics 365 and delivered through Azure. The solution uses workflow automation, AI, and data capabilities to improve utility operations, customer engagement, revenue management, and environmental performance. Itineris serves utility organizations internationally.
