Dynamics 365 Contact Centre Telephony Consultant

Position: Dynamics 365 Contact Centre Telephony Consultant  
Location: Orchard Street, Lincoln, LN1 1YL
Start Date: ASAP
Contract Duration: 6+ Months (Hybrid)
Working Hours: 25 hours per week, Monday to Friday
Pay Rate: £440.53 Per Day 
Job Reference: OR25492
 
Job Responsibilities

• Design, configure, and implement Dynamics 365 Contact Centre solutions.

• Configure case routing, queues, workstreams, and agent experiences.

• Set up and manage omnichannel voice, chat, and messaging capabilities.

• Design and deploy IVR call flows, menus, DTMF handling, call queues, and transfers.

• Develop Copilot Studio agents and IVR bots, including topics, triggers, variables, and conditional logic.

• Implement speech recognition, text-to-speech capabilities, error handling, and retries.

• Integrate Dataverse, Power Automate flows, and Azure Communication Services with Dynamics 365.

• Monitor, troubleshoot, and optimise telephony performance, including call logs, bot transcripts, and session diagnostics.

• Ensure security, compliance, and role-based access controls are maintained.

• Collaborate on Teams Telephony integration, SBC/ICS setup, and session/context handling.

• Provide expert guidance on solution design, scalability, failover, and user experience.

Person Specification
Must Have:

• Proven experience with Dynamics 365 Customer Service / Contact Centre.

• Strong knowledge of contact centre telephony concepts, including IVR, call routing, and DTMF.

• Hands-on experience with Copilot Studio agents and bots.

• Experience integrating Azure Communication Services with Dynamics 365.

• Strong Power Automate skills for event-driven flows and automation.

• Operational experience in monitoring, troubleshooting, and optimising call centre solutions.

• Excellent solution design skills focusing on failover, scalability, and user experience.

• Strong collaboration and communication skills.

Nice to Have:

• Experience with Teams Telephony integration and SBC/ICS configuration.

• Knowledge of security, compliance, and data protection in a contact centre context.

• Experience with logging, analytics, and operational reporting

 
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