D365 Contact Centre Functional Consultant

Job Description

Translate contact center business processes into Dynamics 365 Contact Center configurations, leveraging out-of-the-box capabilities such as Omnichannel, case management, routing, SLAs, and Copilot-driven interactions. Ensure alignment between business requirements and system design to deliver scalable and practical customer service solutions.

Core Responsibilities

- Lead business workshops to understand contact center processes and customer journeys

- Perform fit-gap analysis against D365 Contact Center and Omnichannel capabilities

- Configure OOB features: queues, routing rules, SLAs, workstreams, case management

- Define escalation and triage logic across chat, WhatsApp, and future voice channels

- Collaborate with Copilot and Integration developers to align end-to-end solution

- Support UAT, demos, training, and documentation

- Ensure best practices and Microsoft-aligned configuration approach

Must-have Skills

- Dynamics 365 Customer Service/Contact Center (case management, queues, SLAs)

- Omnichannel configuration (chat, messaging channels, routing)

- Business process mapping and customer journey design

- Strong stakeholder engagement and workshop facilitation

- Configuration expertise (business rules, workflows, routing design)

- Experience with SLAs, queues, and escalation design

Additional Skills - Phase 2 (Voice Channel)

- Understanding of voice channel concepts (IVR, call routing, queues, agent skills)

- Experience with telephony integration and contact center voice solutions

- Knowledge of call flows, escalation paths, and voice journey design

- Familiarity with D365 Contact Center voice capabilities or similar platforms

- Ability to design omnichannel journeys including voice + digital channels

If you feel you have the skills and experience needed for this role; please do apply now.

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