365 Contact Centre Telephony Consultant
Job Description
Interested in this role You can find all the relevant information in the description below.
Dynamics 365 Contact Centre Telephony Consultant 365 Contact Centre Telephony Consultant
Platform Skills 365 Contact Centre Telephony Consultant
- Dynamics 365 Customer Service / Contact Centre 365 Contact Centre Telephony Consultant
- Case routing, queues, work streams, agent experience
- Omnichannel configuration (voice, chat, messaging)
Telephony & IVR 365 Contact Centre Telephony Consultant
- Contact centre telephony concepts 365 Contact Centre Telephony Consultant
- Call flows, IVR menus, DTMF, call queues, transfers
- Business hours, holidays, failover scenarios
Copilot Studio (Agents & IVR Bots)
- Copilot Studio agent design 365 Contact Centre Telephony Consultant
- Topics, triggers, variables (local/global)
- Conditional logic and conversation flow control
- Voice-enabled bots / IVR agents
- Speech recognition & text-to-speech concepts
- Error handling, retries, and graceful fallbacks
- Integration
- Dataverse read/write
- Calling Power Automate flows and connectors
Azure Communication Services (ACS) 365 Contact Centre Telephony Consultant
- ACS fundamentals
- Voice, SMS, and calling capabilities
- Phone numbers, call automation, and call routing
- Integration with Dynamics 365
- Connecting ACS to Omnichannel voice
- Context passing between ACS, Copilot Studio, and D365
Data, Integration & Automation
- Power Automate
- Event-driven flows (call start/end, bot outcomes)
- Logging, notifications, and downstream actions
Operational & Non-Functional xkybehq Skills
- Monitoring & troubleshooting
- Call logs, bot transcripts, session diagnostics
- Identifying dropped calls, looping IVRs, timing issues
- Security & compliance awareness
- Role-based access, data protection, call recordings
- Solution design
- End-to-end call journey design
- Failover, scalability, and user experience focus
Teams Telephony Integration
- SBC and ICS Integration
- Teams Dynamics 365 Omnichannel voice integration
- Session and context handling