---
title: '[Job-31996] Senior Business Analyst (Microsoft Dynamics 365 Customer Service) , Brazil at CI&T'
canonical: 'https://feeny.ai/job/job-31996-senior-business-analyst-microsoft-dynamics-365-customer-service-6h7r2tzh48yz'
type: 'job'
last_seen: '2026-10-18'
---

# [Job-31996] Senior Business Analyst (Microsoft Dynamics 365 Customer Service) , Brazil at CI&T

- **Company:** CI&T
- **Location:** Brazil
- **Work type:** remote
- **Posted:** 2026-10-13
- **Last confirmed live:** 2026-10-18
- **Apply:** https://jobs.lever.co/ciandt/a7199df4-23bc-41b2-92c6-7287fb80e26c

## Job description

At CI&T, we help large enterprises transform the potential of AI into real business impact with AI Deployment, AI-native execution, and tech-integrated business solutions. With 30 years of experience in technological transformation, we accelerate innovation with expertise in Agentic SDLC, Application modernization, Data & AI, Martech and Business strategy. We are 8,000 CI&Ters across more than 25 countries, collaborating to build solutions with real impact. AI is already part of how we work, evolve, and innovate every day.

Join our team in a pivotal role that combines deep CRM expertise with business acumen. As a Senior Business Analyst, you will engage directly with the client and business partners, leading the analysis and design of Customer Service solutions built on Microsoft Dynamics 365. Your mission is to bridge the gap between business needs and technology capabilities, driving the implementation of end-to-end case management solutions that improve customer service operations. Responsibilities:

- Lead requirements gathering and analysis sessions with business partners and customer service stakeholders to define and document case management processes, from initial intake through resolution.
- Design and optimize case management workflows in Microsoft Dynamics 365 Customer Service, including case lifecycle configuration, routing rules, queue management, and business process flows.
- Translate business requirements into clear functional specifications for case management features such as SLA definitions, entitlements, record creation and update rules, and knowledge base integration.
- Collaborate with cross-functional teams — including developers, architects, and product owners — to ensure Dynamics 365 configurations align with business objectives and compliance standards.
- Serve as the subject matter expert on case management best practices within Dynamics 365, advising on queue structures, case routing strategies, activity management, and Copilot-assisted case resolution features.
- Document business processes, operational manuals, and functional specifications that support standardization, governance, and continuous improvement of the CRM platform.
- Participate in and facilitate workshops, sprint ceremonies, and stakeholder reviews, ensuring alignment throughout the project lifecycle. Requirements:
- Fluent communication in English to engage effectively with both clients and business stakeholders at all levels. (submit your CV in English).
- Proven hands-on experience as a Business Analyst in projects involving Microsoft Dynamics 365 Customer Service, with a strong focus on Case Management configuration and design.
- Deep understanding of Dynamics 365 Customer Service core components: Cases, Activities, Queues, Routing Rules, Service-Level Agreements (SLAs), Entitlements, Knowledge Articles, and Business Process Flows.
- Experience eliciting and documenting requirements for CRM implementations, including data models, process flows, and functional specifications.
- Ability to bridge technical and non-technical stakeholders, translating complex capabilities into clear business language.
- Experience working with Agile methodologies and contributing to sprint planning, backlog refinement, and iterative delivery cycles.
- Strong analytical, documentation, and problem-solving skills, with a consultative and proactive mindset.
- Active use of AI tools (such as GitHub Copilot or similar) to accelerate day-to-day work — from drafting documentation and requirements to research, analysis, and communication. We expect candidates to already be working this way, not learning to.
- Experience in digital consulting or enterprise software implementation environments.

If you like it, just apply and good luck!

## #LI-LO1

Our benefits:

-Health and dental insurance -Meal and food allowance -Childcare assistance -Extended paternity leave -Partnership with gyms and health and wellness professionals via Wellhub (Gympass) TotalPass; -Profit Sharing and Results Participation (PLR); -Life insurance -Continuous learning platform (CI&T University); -Discount club -Free online platform dedicated to physical, mental, and overall well-being -Pregnancy and responsible parenting course -Partnerships with online learning platforms -Language learning platform And many more!

More details about our benefits here: https://ciandt.com/br/pt-br/carreiras

At CI&T, inclusion starts at the first contact. If you are a person with a disability, it is important to present your assessment during the selection process. See which data needs to be included in the report by clicking here.This way, we can ensure the support and accommodations that you deserve. If you do not yet have the assessment, don't worry: we can support you in obtaining it.

We have a dedicated Health and Well-being team, inclusion specialists, and affinity groups who will be with you at every stage. Count on us to make this journey side by side.

## About CI&T

## Company Overview
- **One-liner**: CI&T is a global digital services company that helps large enterprises deploy AI to drive measurable business impact through strategy, AI-native execution, and IP-based solutions.
- **Entity Type**: Public (NYSE: CINT)
- **Headquarters**: New York, United States
- **Founded**: 1995
- **Founders**: Not publicly available as individual names

## Core Business
- Primary industry/industries: IT Services and IT Consulting
- Target customers: B2B, primarily large enterprises and fast-growth clients across multiple industries
- Mission or purpose statement: "From AI ambition to measurable business impact." The company helps clients navigate change by pairing business strategy, AI-native execution, and IP-based solutions to turn AI investment into outcomes.

## Products & Services
- **CI&T FLOW**: Proprietary AI system that boosts team productivity and ensures fast, efficient, and scalable results.
- **Lean AI Methodology**: A structured approach for AI deployment that ships as fast as AI learns.
- **AI-Native Execution**: Hands-on development and deployment of AI solutions for enterprise clients.
- **Business Strategy & Consulting**: Identifying the right problems for clients and charting transformation roadmaps.
- **Application Modernization**: Modernizing legacy systems for cloud-native, AI-ready infrastructure.
- **Data & AI Services**: Data engineering, governance, business intelligence, data strategy, and analytics.
- **Martech & Digital Experience**: Commerce services, digital product design, customer experience, and digital experience platforms.
- **Professional Services**: General technology consulting and managed services.

## Market Standing
- **Valuation/Market Cap**: USD 928.4 million (as of October 2024)
- **Key Metric**: Annual Revenue of USD 489.6 million (fiscal year ending Dec 2024)
- **Notable Investors/Partners**: Advent International (led private equity round in 2019); Google Cloud Partner; recognized as a Strong Performer in The Forrester Wave for Modern Application Development Services; recognized in Gartner Magic Quadrant for Custom Software Development Services.
- **Growth Signals**: Headcount grew 15.9% year-over-year to over 8,000 employees across 25+ countries; serves 100+ large enterprises and fast-growth clients; IPO in 2021; recognized as a Glassdoor Best Places to Work.

## Competitive Advantages
- **30-Year Track Record**: Proven history of helping clients navigate technological change since 1995.
- **AI-Native Focus**: Deep specialization in generative AI and AI deployment, not just general IT services.
- **Proprietary IP**: CI&T FLOW and Lean AI methodology create a differentiated, repeatable delivery model.
- **Global Scale with AI Builders**: 8,000+ "AI Builders" across 11 countries, offering both scale and nearshore/offshore cost advantages.
- **Analyst Recognition**: Consistently featured in Gartner Magic Quadrant and Forrester Wave reports.
- **Diverse Client Base**: Serves over 100 enterprise clients across multiple sectors, reducing dependency on any single industry.

## Strategic Focus
- **AI-First Transformation**: The company is fully pivoting to an AI-native model, positioning itself as the partner for enterprises moving from AI ambition to measurable impact.
- **IP Monetization**: Scaling CI&T FLOW as a commercial product/service beyond internal use.
- **Global Expansion**: Growing presence beyond Brazil (its largest talent base) into North America, Europe, and Asia-Pacific.
- **Talent Growth**: Continuing to hire aggressively, especially in AI, data, and engineering roles.

## Why Work Here
- **Culture & Inclusion**: Certified by the Great Place to Work Institute, featured on Glassdoor’s Best Places to Work list. Emphasis on diversity, equity, and inclusion with affinity groups and UN-recognized employment practices for people with disabilities.
- **Remote/Hybrid Policy**: Most roles are remote (home office) within Brazil or other countries of operation. Some positions, especially senior or collaborative roles, are hybrid (e.g., 3x/week in Campinas, Brazil).
- **Career Development**: Structured career process called "Journey" with a platform connecting feedback, results, and opportunities. Continuous support from leaders with personalized development plans.
- **Global Exposure**: Work across 25+ countries and 11 operating nations with a diverse, multicultural team of over 8,000 people.
- **Perks & Benefits**: Tailored benefits for personal and professional wellbeing, though specifics vary by location.
- **Size & Stability**: Publicly traded company with 30 years of history, combining startup-like innovation with corporate stability.
- **Engineering Culture**: Heavy emphasis on technical roles (53% of workforce is technical), with active hiring in AI, data, full-stack, and architecture positions.

## Sources
1. [ciandt.com - About Us](https://ciandt.com/sg/en/about-us)
2. [ciandt.com - Careers](https://ciandt.com/us/en-us/careers)
3. [investors.ciandt.com - IR Overview](https://investors.ciandt.com/)
4. [linkedin.com - CI&T Company Profile](https://www.linkedin.com/company/ciandt)
5. [jobs.lever.co - CI&T Open Positions](https://jobs.lever.co/ciandt)

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