Dynamics 365 – Contact Center Solution Service

• Definition and documentation of functional and non-functional requirements for Contact Center solutions.
  
• Design and implementation of voice, chat, email, SMS, and digital channel capabilities within Dynamics 365 Contact Center.
  
• Configuration and optimization of routing, queue management, workforce productivity, agent workspace, and customer service processes.
  
• Design and implementation of telephony architectures leveraging Azure Communication Services (ACS) and integration with enterprise telephony platforms. (e.g Teams Phone)
  
• Integration of Dynamics 365 Contact Center with SIP-based telephony providers, Microsoft Teams, CRM systems, and other enterprise applications.
  
• Configuration & occasional customization of Copilot agents to connect omnichannel input into Contact Center with D365 workflows.
  
• Continuous research and adoption of Microsoft best practices, new Contact Center capabilities, AI features, and Copilot innovations.
  
• Support the design of secure, scalable, and highly available contact center architectures including migration scenarios
  
• Develop solution design specifications and provide demonstrations, documentation, and presentations to business stakeholders.
  
• ​Work directly with business stakeholders, architects, and agile delivery teams to implement and continuously improve the solution.
  

Requirements

• >3 years of experience implementing Microsoft Dynamics 365 Customer Service and/or Dynamics 365 Contact Center solutions.
  
• Strong expertise in Dynamics 365 Contact Center, including voice, digital channels, queue management, routing, agent experiences, and customer service operations.
  
• Proven experience with Azure Communication Services (ACS), including voice calling, telephony integration, call automation, and communication workflows.
  
• Familiarity with Contact Center telephony architecture, SIP trunks, Direct Routing, Operator Connect, SBCs, and carrier integrations.
  
• Experience integrating Dynamics 365 Contact Center with Microsoft Teams Phone, telephony providers, and enterprise communication platforms.
  
• Strong knowledge of omnichannel customer engagement solutions and customer service best practices.
  
• Experience with Microsoft Power Platform, Dataverse, and Dynamics 365 ecosystem integrations.
  
• Familiarity with Microsoft Azure services used in contact center solutions, including identity, networking, monitoring, and security capabilities.
  
• Understanding of conversational AI, IVR design, voice bots, Copilot, and AI-powered customer service scenarios.
  
• Experience working within Agile delivery teams and enterprise-scale environments.
  
• ​Articulate communications and ability to engage with business stakeholders on business and technical topics alike.