Dynamics 365 Contact Centre Telephony Consultant

Dynamics 365 Contact Centre Telephony Consultant

Posted 2 weeks ago by i-Jobs

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£441 Per day
Undetermined
Hybrid
Lincolnshire
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Access Controls Automation Data Protection Strategy Dual-Tone Multi-Frequency Signaling Failover Interactive Voice Response Microsoft Azure Microsoft Dynamics 365 Microsoft Power Automate/Flow Nice (Unix Utility) Operational Reporting Scalability Solution Design Speech Recognition Speech Recognition Software User Experience

Summary: The Dynamics 365 Contact Centre Telephony Consultant role involves designing, configuring, and implementing telephony solutions within Dynamics 365. The consultant will manage omnichannel capabilities, develop IVR systems, and integrate various services to optimize telephony performance. This position requires collaboration with teams and a strong understanding of contact centre operations. The role is hybrid, based in Lincoln, and offers a contract duration of over six months.

Key Responsibilities:

  • Design, configure, and implement Dynamics 365 Contact Centre solutions.
  • Configure case routing, queues, workstreams, and agent experiences.
  • Set up and manage omnichannel voice, chat, and messaging capabilities.
  • Design and deploy IVR call flows, menus, DTMF handling, call queues, and transfers.
  • Develop Copilot Studio agents and IVR bots, including topics, triggers, variables, and conditional logic.
  • Implement speech recognition, text-to-speech capabilities, error handling, and retries.
  • Integrate Dataverse, Power Automate flows, and Azure Communication Services with Dynamics 365.
  • Monitor, troubleshoot, and optimise telephony performance, including call logs, bot transcripts, and session diagnostics.
  • Ensure security, compliance, and role-based access controls are maintained.
  • Collaborate on Teams Telephony integration, SBC/ICS setup, and session/context handling.
  • Provide expert guidance on solution design, scalability, failover, and user experience.

Key Skills:

  • Proven experience with Dynamics 365 Customer Service / Contact Centre.
  • Strong knowledge of contact centre telephony concepts, including IVR, call routing, and DTMF.
  • Hands-on experience with Copilot Studio agents and bots.
  • Experience integrating Azure Communication Services with Dynamics 365.
  • Strong Power Automate skills for event-driven flows and automation.
  • Operational experience in monitoring, troubleshooting, and optimising call centre solutions.
  • Excellent solution design skills focusing on failover, scalability, and user experience.
  • Strong collaboration and communication skills.
  • Experience with Teams Telephony integration and SBC/ICS configuration (nice to have).
  • Knowledge of security, compliance, and data protection in a contact centre context (nice to have).
  • Experience with logging, analytics, and operational reporting (nice to have).

Salary (Rate): £440.53 Per Day

City: Lincoln

Country: United Kingdom

Working Arrangements: hybrid

IR35 Status: undetermined

Seniority Level: undetermined

Industry: IT

Detailed Description From Employer:

Position: Dynamics 365 Contact Centre Telephony Consultant

Location: Orchard Street, Lincoln, LN1 1YL

Start Date: ASAP

Contract Duration: 6+ Months (Hybrid)

Working Hours: 25 hours per week, Monday to Friday

Pay Rate: £440.53 Per Day

Job Reference: OR25492

Job Responsibilities

  • Design, configure, and implement Dynamics 365 Contact Centre solutions.
  • Configure case routing, queues, workstreams, and agent experiences.
  • Set up and manage omnichannel voice, chat, and messaging capabilities.
  • Design and deploy IVR call flows, menus, DTMF handling, call queues, and transfers.
  • Develop Copilot Studio agents and IVR bots, including topics, triggers, variables, and conditional logic.
  • Implement speech recognition, text-to-speech capabilities, error handling, and retries.
  • Integrate Dataverse, Power Automate flows, and Azure Communication Services with Dynamics 365.
  • Monitor, troubleshoot, and optimise telephony performance, including call logs, bot transcripts, and session diagnostics.
  • Ensure security, compliance, and role-based access controls are maintained.
  • Collaborate on Teams Telephony integration, SBC/ICS setup, and session/context handling.
  • Provide expert guidance on solution design, scalability, failover, and user experience.

Person Specification

Must Have:

  • Proven experience with Dynamics 365 Customer Service / Contact Centre.
  • Strong knowledge of contact centre telephony concepts, including IVR, call routing, and DTMF.
  • Hands-on experience with Copilot Studio agents and bots.
  • Experience integrating Azure Communication Services with Dynamics 365.
  • Strong Power Automate skills for event-driven flows and automation.
  • Operational experience in monitoring, troubleshooting, and optimising call centre solutions.
  • Excellent solution design skills focusing on failover, scalability, and user experience.
  • Strong collaboration and communication skills.

Nice to Have:

  • Experience with Teams Telephony integration and SBC/ICS configuration.
  • Knowledge of security, compliance, and data protection in a contact centre context.
  • Experience with logging, analytics, and operational reporting

DISCLAIMER: By applying for this vacancy, you consent to your personal information being shared with our client and any relevant third parties we engage with, for the purpose of assessing your suitability specific organizations or hireSrs to whom you do not wish your details to be disclosed.

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