Dynamics 365 Contact Centre Technical Consultant

We are seeking a highly skilled Dynamics 365 Contact Centre Technical Consultant / Technical Architect to design and deliver complex customer engagement and contact centre solutions across the Microsoft technology stack. The successful candidate will possess deep technical expertise across Dynamics 365, Power Platform, Azure and modern digital contact centre platforms, with experience integrating telephony, AI and omnichannel customer service capabilities.

Key Responsibilities

• Lead the technical design and implementation of Dynamics 365 Contact Center and Dynamics 365 Customer Service solutions.
• Design end-to-end omnichannel customer engagement platforms incorporating voice, chat, digital messaging and self-service capabilities.
• Configure and optimise Dynamics 365 Omnichannel, Unified Routing, IVR and customer journey orchestration.
• Develop AI-powered customer experiences using Copilot Studio, virtual agents and conversational AI technologies.
• Design and implement integrations with Azure Communication Services, telephony platforms and enterprise applications.
• Define solution architecture, security models, integration patterns and non-functional requirements.
• Support environment strategy, release management, deployment planning and technical governance.
• Provide technical leadership across delivery teams and engage directly with business and technical stakeholders.

Technical Skills & Experience

• Dynamics 365 Contact Center
• Dynamics 365 Customer Service
• Dynamics 365 Omnichannel
• Copilot Studio
• Azure Communication Services
• Power Platform
• Customer Insights
• Azure Integration Services
• Unified Routing
• IVR and Voice Channel Design
• API and Integration Architecture
• AI, Automation and Conversational Experiences
• Solution Architecture and Technical Governance

Ideal Candidate

You will be an experienced Microsoft Business Applications professional with a strong background designing enterprise-scale customer service and contact centre ecosystems. You will bring hands-on experience delivering AI-enabled customer engagement solutions whilst providing technical leadership across architecture, integration and solution delivery functions.