Dynamics 365 Contact Centre Technical Consultant

Overview

In this role you will architect and deliver complex Dynamics 365 contact centre and customer service solutions at scale. You will shape omnichannel engagement platforms, integrating voice, chat, and self-service with AI-powered experiences. You will lead technical design, governance, and integration patterns, working closely with cross-functional teams to drive transformation. This position offers a chance to impact customer journeys and telephony integrations across the Microsoft stack. You will operate as a technical leader, enabling secure, resilient deployments that align with business goals.

Responsibilities

• Lead technical design and implementation of Dynamics 365 Contact Center and Dynamics 365 Customer Service solutions
• Design end-to-end omnichannel engagement platforms with voice, chat, digital messaging and self-service
• Configure and optimise Omnichannel, Unified Routing, IVR and customer journey orchestration
• Develop AI-powered customer experiences using Copilot Studio and conversational AI
• Design and implement integrations with Azure Communication Services, telephony platforms and enterprise apps
• Define solution architecture, security models, integration patterns and non-functional requirements
• Support environment strategy, release management, deployment planning and technical governance
• Provide technical leadership across delivery teams and engage with business and technical stakeholders

Key requirements

• Experience as Microsoft Business Applications professional with enterprise-scale customer service and contact centre design
• Hands-on delivery of AI-enabled customer engagement solutions
• Strong leadership across architecture, integration and solution delivery
• Proficiency with Dynamics 365 Contact Center, Customer Service and Omnichannel

• Cross-functional collaboration
• Technical leadership
• Strategic thinking
• Dynamics 365 Contact Center
• Dynamics 365 Customer Service
• Dynamics 365 Omnichannel

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