Dynamics 365 Contact Centre Telephony Consultant

Teqniq is searching for a Dynamics 365 Contact Centre Telephony Consultant to work in the public sector.

37 hours per week.

25 week contract.

Two days per week in the office - Tuesday and Wednesday.

Job Description:

Platform Skills

• Dynamics 365 Customer Service / Contact Centre
• Case routing, queues, work streams, agent experience
• Omnichannel configuration (voice, chat, messaging)

Telephony & IVR

• Contact centre telephony concepts
• Call flows, IVR menus, DTMF, call queues, transfers
• Business hours, holidays, failover scenarios

Copilot Studio (Agents & IVR Bots)

• Copilot Studio agent design
• 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)

• 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.

TEQ-0326-OR25492

INDJS1

Disclaimer: On applying for this vacancy, you agree that your personal details will be passed onto our client, (or any third parties we have dealings with) for their consideration of your suitability for the role. I acknowledge that it is my responsibility to notify teqniq of any hirer who I do not want my details to be passed onto.