365 Contact Centre Telephony Consultant
6 days ago
Lincoln
We’re seeking an experienced Dynamics 365 Contact Centre Telephony Consultant to join a fast-paced team, supporting advanced contact centre telephony solutions. This is an exciting opportunity for a hands-on consultant with expertise in Dynamics 365 Customer Service, Omnichannel voice, and telephony integrations. • Orchard Street, Lincoln, Lincolnshire, LN1 1YL, • £400 per day - 6-month contract (likely extension), • Hybrid: 2 days per week in the office (Tuesday & Wednesday)What You’ll Do:, • Configure and optimise Dynamics 365 Omnichannel for voice, chat, and messaging, • Design case routing, queues, work streams, and agent experiences, • Build Copilot Studio agents & IVR bots with conditional logic, speech recognition, and fallback handling, • Integrate Azure Communication Services (ACS) with Dynamics 365 and Omnichannel voice, • Develop Power Automate flows for event-driven actions, notifications, and downstream processes, • Ensure robust solution design, failover, scalability, and a seamless user experience, • Monitor, troubleshoot, and optimise contact centre operations, call flows, and IVR performance, • Support Teams Telephony integration, including SBC/ICS setup and context handlingWhat We’re Looking For:, • Proven experience with Dynamics 365 Customer Service / Omnichannel, • Strong knowledge of contact centre telephony concepts: IVR, call routing, queues, DTMF, failover, • Hands-on experience with Copilot Studio agent design and voice-enabled bots, • Solid understanding of ACS fundamentals and integration with D365, • Experience with Power Automate, Dataverse, and event-driven flows, • Excellent troubleshooting, monitoring, and operational skills