365 Contact Centre Telephony Consultant
14 days ago
Lincoln
Dynamics 365 Contact Centre Telephony Consultant 365 Contact Centre Telephony Consultant Platform Skills 365 Contact Centre Telephony Consultant • Dynamics 365 Customer Service / Contact Centre 365 Contact Centre Telephony Consultant, • Case routing, queues, work streams, agent experience, • Contact centre telephony concepts 365 Contact Centre Telephony Consultant, • Call flows, IVR menus, DTMF, call queues, transfers, • Copilot Studio agent design 365 Contact Centre Telephony Consultant, • Topics, triggers, variables (local/global), • Conditional logic and conversation flow control, • Voice-enabled bots / IVR agents, • Speech recognition & text-to-speech concepts, • Error handling, retries, and graceful fallbacks, • Integration, • Dataverse read/write, • ACS fundamentals, • Voice, SMS, and calling capabilities, • Phone numbers, call automation, and call routing, • Integration with Dynamics 365, • Connecting ACS to Omnichannel voice, • Power Automate, • Event-driven flows (call start/end, bot outcomes), • Monitoring & troubleshooting, • Call logs, bot transcripts, session diagnostics, • Identifying dropped calls, looping IVRs, timing issues, • Security & compliance awareness, • Role-based access, data protection, call recordings, • Solution design, • End-to-end call journey design, • SBC and ICS Integration, • Teams ? Dynamics 365 Omnichannel voice integration, • Session and context handling