Senior D365 Contact Center Functional Consultant (CCaaS / Omnichannel SME)

About the role

We are seeking a highly experienced Senior Dynamics 365 Contact Center Functional Consultant with deep expertise in Dynamics 365 Contact Center (CCaaS) and Omnichannel Customer Service. The ideal candidate will lead customer engagements, design enterprise contact center solutions, gather business requirements, configure Microsoft technologies, and support successful implementations.

Responsibilities

The Senior Dynamics 365 Contact Center Functional Consultant will work closely with customers, business stakeholders, solution architects, and technical teams to design and implement Microsoft Dynamics 365 Contact Center and Omnichannel solutions. The consultant will translate business requirements into scalable contact center solutions while leveraging Microsoft Power Platform and Copilot capabilities to improve customer experiences and agent productivity.

• Lead client discovery workshops and business process assessments
• Gather and document functional and business requirements
• Translate business needs into Microsoft Dynamics 365 Contact Center solutions
• Recommend industry best practices and process improvements
• Develop functional design documents and solution blueprints
• Conduct solution demonstrations and client presentations
• Support User Acceptance Testing (UAT) and production deployments

Technical Expertise

• Dynamics 365 Contact Center (CCaaS) design, configuration, and implementation, including:
  • Contact Center configuration
  • Voice Channel configuration
  • Voice routing
  • Queue management
  • IVR (Interactive Voice Response) design
  • Call routing strategies
  • Call recording configuration
  • Presence management
  • Agent experience optimization
  • Supervisor dashboards
  • Workforce productivity features
  • Customer service workflows
• Omnichannel Customer Service configuration and optimization, including:
  • Live Chat
  • Voice
  • SMS
  • Email
  • Social messaging channels
  • Digital engagement channels
  • Unified Agent Desktop
  • Conversation routing
  • Customer journey routing
  • Case management
  • Knowledge management
• CCaaS Functional Expertise, including:
  • Call Flow Design
  • Skill-Based Routing
  • Queue Configuration
  • Queue Prioritization
  • Overflow Routing
  • Business Hours Configuration
  • Agent Desktop Configuration
  • Agent Skills Management
  • Presence Configuration
  • Supervisor Experience
  • Omnichannel Engagement
  • Customer Authentication
  • Customer Journey Optimization
  • SLA Configuration
• Power Platform configuration and leverage, including:
  • Microsoft Copilot Studio
  • Power Automate
  • Power Apps (basic understanding)
  • Dataverse
  • AI-powered workflows
  • Process automation
  • Low-code business solutions

Collaboration

• Work with Solution Architects on solution design
• Coordinate with technical consultants and developers
• Participate in sprint planning and Agile ceremonies
• Mentor junior consultants
• Assist pre-sales teams with demonstrations and solution presentations
• Prepare implementation documentation
• Support project governance and quality assurance activities

Qualifications

• Bachelor's degree in Computer Science, Information Systems, Business, or a related field
• 5+ years of Microsoft Dynamics 365 Customer Service experience
• 3+ years implementing Contact Center or CCaaS solutions
• Strong experience with Dynamics 365 Contact Center
• Experience implementing Omnichannel for Customer Service
• Strong functional consulting experience
• Experience leading customer workshops
• Excellent documentation and communication skills
• Experience working in Agile delivery environments