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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