Key Responsibilities
- Gather, analyse and document business and functional requirements for contact centre and customer service initiatives.
- Configure and enhance Microsoft Dynamics 365 Customer Engagement (CE) solutions.
- Work closely with technical teams to design and implement integrated customer service workflows.
- Support the deployment and optimisation of Contact Centre AI (CCAI) capabilities, including automation and intelligent routing.
- Collaborate with telephony and communications teams to integrate contact centre platforms with D365.
- Contribute to the design and delivery of IVR/IDR (Interactive Voice/Digital Response) solutions.
- Facilitate workshops with business stakeholders and provide expert guidance on best practice customer engagement processes.
- Support testing, user adoption and go-live activities.
- Produce high-quality functional and technical documentation.
Essential Experience
- Strong experience delivering Microsoft Dynamics 365 CE/Customer Service solutions.
- Proven background as a Functional Consultant with solid technical understanding.
- Experience working with Contact Centre AI (CCAI) technologies and customer service automation.
- Knowledge of telephony integration within customer service or contact centre environments.
- Experience designing or supporting IVR/IDR solutions.
- Ability to translate business requirements into functional and technical specifications.
- Strong stakeholder management and workshop facilitation skills.
- Experience working within Agile delivery environments.
Other Details
- Inside IR35
- Rate 600/750
- Mostly remote with some onsite travel
Rate:
Not specified
Location:
London
IR35 Status:
Inside
Remote Status:
Hybrid
Industry:
IT
Seniority Level:
Mid-Level