Dynamics 365 Contact Centre Consultant
Posted 2 weeks ago by Seven Resourcing
£579 Per day
Inside
Hybrid
Lincoln, England, United Kingdom
Summary: The Dynamics 365 Contact Centre Telephony Consultant role involves leading the configuration and optimization of Dynamics 365 Customer Service and telephony solutions within a specialist IT team in Lincoln. The consultant will design efficient customer journeys across various communication channels and integrate telephony platforms while collaborating with stakeholders. This position is a temporary contract for 25 weeks, requiring full-time commitment. The role offers a hybrid working environment and the opportunity to work with cutting-edge technologies.
Key Responsibilities:
- Configure and optimise Dynamics 365 Customer Service / Contact Centre
- Design and manage case routing, queues, and agent workstreams
- Implement Omnichannel solutions (voice, chat, messaging)
- Develop and maintain telephony solutions including IVR, call flows, and routing logic
- Design business hours, holiday schedules, and failover scenarios
- Build conversational experiences using Copilot Studio (agents and IVR bots)
- Integrate systems with Dataverse, Power Automate, and external services
- Work with Azure Communication Services (ACS) for voice and messaging capabilities
- Collaborate with stakeholders to translate requirements into technical solutions
Key Skills:
- Strong experience with Dynamics 365 Customer Service / Contact Centre
- Proven expertise in contact centre telephony and IVR design
- Experience with Omnichannel configuration (voice, chat, messaging)
- Hands-on experience with Copilot Studio (bot design, flows, logic)
- Solid understanding of Dataverse integration and Power Platform tools
- Knowledge of Azure Communication Services (ACS)
- Ability to design scalable, user-focused customer journeys
- Experience working on large-scale contact centre transformation projects (desirable)
- Strong understanding of customer service KPIs and operational workflows (desirable)
- Familiarity with automation and AI-driven customer interactions (desirable)
Salary (Rate): £579.29 per day
City: Lincoln
Country: United Kingdom
Working Arrangements: hybrid
IR35 Status: inside IR35
Seniority Level: undetermined
Industry: IT
Job Title: Dynamics 365 Contact Centre Telephony Consultant
Location: Lincoln (LN1 1YL)
Pay Rate: £440.53 per day (PAYE) / £579.29 per day (Umbrella)
Contract: Temporary (25 Weeks)
Hours: Full-Time – 37 hours per week
Seven Resourcing are currently recruiting for an experienced Dynamics 365 Contact Centre Telephony Consultant to join a specialist IT team in Lincoln on a long-term project. This is a fantastic opportunity to play a key role in designing and delivering modern contact centre solutions.
The Role
In this role, you will lead on the configuration and optimisation of Dynamics 365 Customer Service / Contact Centre and telephony solutions. You will work closely with stakeholders to design intelligent, efficient customer journeys across voice, chat, and messaging channels. You will also be involved in building IVR systems, integrating telephony platforms, and developing automated solutions using the Microsoft ecosystem.
Key Responsibilities
- Configure and optimise Dynamics 365 Customer Service / Contact Centre
- Design and manage case routing, queues, and agent workstreams
- Implement Omnichannel solutions (voice, chat, messaging)
- Develop and maintain telephony solutions including IVR, call flows, and routing logic
- Design business hours, holiday schedules, and failover scenarios
- Build conversational experiences using Copilot Studio (agents and IVR bots)
- Integrate systems with Dataverse, Power Automate, and external services
- Work with Azure Communication Services (ACS) for voice and messaging capabilities
- Collaborate with stakeholders to translate requirements into technical solutions
Key Requirements
- Strong experience with Dynamics 365 Customer Service / Contact Centre
- Proven expertise in contact centre telephony and IVR design
- Experience with Omnichannel configuration (voice, chat, messaging)
- Hands-on experience with Copilot Studio (bot design, flows, logic)
- Solid understanding of Dataverse integration and Power Platform tools
- Knowledge of Azure Communication Services (ACS)
- Ability to design scalable, user-focused customer journeys
Desirable Skills
- Experience working on large-scale contact centre transformation projects
- Strong understanding of customer service KPIs and operational workflows
- Familiarity with automation and AI-driven customer interactions
Working Arrangements & Benefits
- Long-term project (25 weeks)
- Hybrid working environment
- Opportunity to work on cutting-edge contact centre technologies
- Collaborative and forward-thinking IT team
Working with Seven Resourcing
Join Seven Resourcing and benefit from over a decade of expertise in connecting professionals with exciting career opportunities. With more than 3,000 five-star reviews, an excellent Trustpilot rating, multiple awards, and strong relationships with top UK employers in both public and private sectors, we offer you the best chance of securing your next role.