Microsoft Dynamics CCaaS Deployment SME
Posted 1 week ago by MBN Solutions
£750 Per day
Outside
Remote
England, United Kingdom
Summary: The role of Microsoft Dynamics CCaaS Deployment SME involves leading the deployment of Microsoft’s Contact Centre as a Service solution within a strategic contact centre transformation programme. The candidate will be responsible for designing and implementing automated IVR systems, integrating CCaaS with existing enterprise systems, and providing technical leadership. This position requires hands-on experience and a deep understanding of Microsoft Dynamics CCaaS architecture and deployment strategies. The role is remote with potential travel to Glasgow or London as needed.
Key Responsibilities:
- Lead the deployment of Microsoft Dynamics CCaaS across voice and digital channels (including webchat).
- Design and implement a high-containment, automated IVR using Copilot Studio, ensuring seamless customer journeys and efficient call routing.
- Integrate CCaaS with existing enterprise systems via APIs, ensuring robust data flow and operational consistency.
- Collaborate with engineering, architecture, and business teams to define and deliver scalable contact centre solutions.
- Provide technical leadership and guidance on best practices for CCaaS configuration, customisation, and optimisation.
Key Skills:
- Proven track record of deploying Microsoft CCaaS in enterprise environments.
- Strong understanding of the API and integration layer within Microsoft Dynamics and CCaaS.
- Experience designing and deploying multi-channel contact centres, including voice and webchat.
- Expertise in building automated IVRs with high containment rates using Copilot Studio.
- Ability to troubleshoot complex integration issues and optimise performance across channels.
- Excellent stakeholder communication and documentation skills.
Salary (Rate): £750 daily
City: undetermined
Country: United Kingdom
Working Arrangements: remote
IR35 Status: outside IR35
Seniority Level: undetermined
Industry: IT
Microsoft Dynamics CCaaS Deployment SME £750 a day 3 Month Contract - Outside IR35 Remote with ability to travel to Glasgow/London if required. We are seeking a highly experienced Microsoft Dynamics CCaaS Deployment SME to support a strategic contact centre transformation programme. The ideal candidate will have hands-on experience deploying Microsoft’s Contact Centre as a Service (CCaaS) solution, with deep knowledge of its architecture, integration capabilities, and multi-channel deployment strategies.
Key Responsibilities:
- Lead the deployment of Microsoft Dynamics CCaaS across voice and digital channels (including webchat).
- Design and implement a high-containment, automated IVR using Copilot Studio, ensuring seamless customer journeys and efficient call routing.
- Integrate CCaaS with existing enterprise systems via APIs, ensuring robust data flow and operational consistency.
- Collaborate with engineering, architecture, and business teams to define and deliver scalable contact centre solutions.
- Provide technical leadership and guidance on best practices for CCaaS configuration, customisation, and optimisation.
Essential Skills & Experience:
- Proven track record of deploying Microsoft CCaaS in enterprise environments.
- Strong understanding of the API and integration layer within Microsoft Dynamics and CCaaS.
- Experience designing and deploying multi-channel contact centres, including voice and webchat.
- Expertise in building automated IVRs with high containment rates using Copilot Studio.
- Ability to troubleshoot complex integration issues and optimise performance across channels.
- Excellent stakeholder communication and documentation skills.
Desirable:
- Microsoft certifications related to Dynamics or Azure.
- Experience with AI-driven customer engagement tools.
- Familiarity with compliance and data protection standards in contact centre environments.