Dynamics 365 Contact Centre Telephony Consultant

Dynamics 365 Contact Centre Telephony Consultant (IT)

Location: Lincoln (Hybrid – 2 days onsite: Tuesday & Wednesday)

Contract: Temporary (25 weeks)

Start Date: 1st April 2026

Hours: 37 hours per week

Rate:

• PAYE: £440.53 per day
• Umbrella/Ltd: £579.29 per day
• IR35 Status: Outside IR35

Ribble Recruitment is supporting a local authority in sourcing a highly skilled Dynamics 365 Contact Centre Telephony Consultant to support a key transformation project within their IT Enterprise Architecture function.

This role will focus on the design, configuration, and optimisation of a modern contact centre environment leveraging Dynamics 365, Omnichannel, and telephony integrations.

• Design and configure Dynamics 365 Customer Service / Contact Centre solutions
• Build and optimise Omnichannel experiences (voice, chat, messaging)
• Develop and manage call flows, IVR menus, queues, and routing logic
• Implement Copilot Studio bots and IVR agents, including conversation design and logic
• Integrate Azure Communication Services (ACS) with Dynamics 365 and Omnichannel voice
• Develop Power Automate flows for event-driven processes and automation
• Ensure robust end-to-end call journey design, including failover and scalability
• Monitor and troubleshoot call performance, logs, and bot interactions
• Support Teams telephony integration, including SBC and ICS components
• Maintain security, compliance, and data protection standards

• Proven experience delivering Dynamics 365 Contact Centre / Customer Service solutions
• Strong understanding of Omnichannel configuration and telephony/IVR concepts
• Hands-on experience with Copilot Studio (agents, bots, IVR design)
• Experience integrating Azure Communication Services (ACS) with Dynamics 365
• Strong knowledge of Power Automate and event-driven workflows
• Experience with Teams telephony integration (SBC/ICS)
• Ability to design scalable, resilient, and user-focused contact centre solutions
• Strong troubleshooting and diagnostic capability across telephony and bot systems

• Hybrid working: 2 days onsite per week in Lincoln (Tuesday & Wednesday)
• Interview date: 25th March 2026 (Teams)
• Submission deadline: 23rd March 2026

• Right to work in the UK
• 5 years’ references/work history
• Confidentiality Agreement
• Criminal Convictions Declaration

Ribble Recruitment is assisting the hiring organisation with candidate sourcing, screening, and the initial stages of the recruitment process.

For more information or to apply, please contact:

Lewis Ashcroft