D365 CS Consultant - Omnichannel

We’re looking for an experienced D365 CS or Contact Centre Specialist to take a leading role in shaping and enhancing our client’s customer engagement and contact centre capability. This is a permanent position with hybrid working 2 days a week in their East Staffordshire office, easily commutable by train and car with on-site free parking. Salary circa £65k–£70k plus benefits

Key Responsibilities

• Take the lead in guiding the design, enhancement, and evolution of D365-based Omnichannel contact centre solutions, ensuring they align with operational needs and wider business goals.
• Drive the integration of omnichannel capabilities — including email, voice and live chat — working closely with relevant teams to deliver smoother customer journeys.
• Oversee and coordinate the configuration and optimisation of Teams Telephony to support reliable, unified communications across the organisation.
• Leverage Azure Communication Services to support modernised call handling and customer interaction approaches.
• Work collaboratively with cross-functional colleagues, contributing expertise and steering solution direction rather than executing tasks in isolation.

Required Skills

• Strong background working with D365 in a Customer Service, Omnichannel or Contact Centre setting, ideally in a senior or lead analyst or consultant capacity.
• Solid understanding of omnichannel customer service (CS) and / or contact centre technologies, with Teams Telephony a bonus.
• Familiarity with Azure Communication Services (ACS) and how it can support customer engagement functions.
• Confident with the Power Platform, particularly in environments where automation and workflow optimisation add value.
• Strong communicator with excellent problem-solving skills and the ability to work effectively across teams.
• Comfortable operating autonomously while also influencing and supporting wider project groups.

Ideally Certifications in -

Dynamics 365 Customer Service Functional Consultant (MB-230) , alternates maybe MN-200, MB-260

Power Platform Functional Consultant (PL-200)

Benefits

• Competitive salary and benefits package.
• Flexible hybrid working model.
• Genuine opportunities to grow your career and develop professionally.

Please contact asap to discuss this role or other similar positions, if you are looking for a higher salary please also contact as there may be scope with this client or others.