D365 CE Contact Centre Consultant

We’re looking for an experienced D365 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 across London and the Midlands, and open to candidates who prefer to work mostly remotely. Salary is dependent on experience, circa £65k–£90k.

Key Responsibilities

Take the lead in guiding the design, enhancement, and evolution of D365-based 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 contact center setting, ideally in a senior or lead analyst or consultant capacity.

Solid understanding of omnichannel contact centre technologies and Teams Telephony.

Familiarity with Azure Communication Services 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.

Benefits

Competitive salary and benefits package.

Flexible hybrid working model.

Genuine opportunities to grow your career and develop professionally.