Senior Dynamics 365 Contact Center Functional Consultant

Our client is a public sector agency undertaking a new implementation of Dynamics 365 Contact Center to modernize how it handles constituent interactions across channels.

About the role

This is a short, focused engagement where you'll bring deep functional expertise to shape and deliver a new Dynamics 365 Contact Center implementation from the ground up.

This is a fixed-term contract of approximately 6-8 weeks, full-time. The engagement is fully remote, and the candidate must be based in the United States.

Responsibilities

• Design and implement the Dynamics 365 Contact Center solution end to end, including voice, IVR, routing, and queue configuration.
• Lead client discovery sessions and turn what you hear into a scalable, well-structured contact center design.
• Configure Omnichannel for Customer Service across chat, voice, SMS, email, and social channels.
• Build automation and AI capabilities using the Power Platform and Copilot Studio.
• Produce functional design documents and solution blueprints that the delivery team can build against.
• Support UAT and deployment so the implementation lands cleanly and goes live successfully.
• Work alongside solution architects and technical teams throughout design and delivery.
• Document the implementation and contribute to project governance.

Requirements

• 5+ years of hands-on experience with Microsoft Dynamics 365 Customer Service.
• 3+ years implementing Contact Center or CCaaS solutions.
• Deep, hands-on expertise configuring and implementing Dynamics 365 Contact Center.
• Experience with Omnichannel for Customer Service across digital channels and case management.
• A track record of leading client discovery workshops, gathering requirements, and owning solution design.
• Strong functional consulting skills and confident, client-facing leadership.
• Working knowledge of the Power Platform, including Copilot Studio, Power Automate, Dataverse, and AI-driven workflows.

Nice-to-Have

• Experience integrating telephony providers and handling contact center migrations.
• Microsoft Dynamics 365 certifications.

Completed background checks will be required before the start date if selected.