365 Contact Centre Telephony Consultant

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 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

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