Microsoft D365 CCaaS Consultant (Functional & Technical)

Microsoft CCaaS Consultant (Functional & Technical)

Role Summary

We are seeking an experienced Microsoft CCaaS (Contact Center as a Service) Consultant with combined functional and technical expertise to design, configure, implement, and support modern cloud contact centre solutions on the Microsoft stack. The successful candidate will lead end-to-end delivery across the current Microsoft Digital Contact Center Platform and Dynamics 365 Contact Center, while bringing hands-on knowledge of earlier Microsoft customer service and omnichannel releases.

Experience

Minimum 5 years of relevant experience implementing Microsoft contact centre and customer service solutions, including delivery across both current and previous versions of the Microsoft CCaaS / customer engagement stack.

Functional Skills & Responsibilities

• Gather and analyse contact centre business requirements; map to Microsoft Dynamics 365 Contact Center and Digital Contact Center Platform capabilities.
• Configure omnichannel routing, unified routing, workstreams, queues, SLAs, and case management across voice, chat, SMS, email, and social channels.
• Design and configure IVR / conversational flows, agent and supervisor experiences, knowledge management, and CSAT/sentiment analytics.
• Implement Copilot for Service and AI-assisted agent productivity, including conversation summaries and knowledge suggestions.
• Lead workshops, prepare functional design documents, support UAT, training, and hypercare; advise on contact centre best practices and adoption.

Technical Skills

• Dynamics 365 Customer Service & Contact Center configuration, Dataverse data modelling, security roles, and solution management.
• Azure Communication Services and telephony integration (voice channel, SIP, direct routing); Nuance IVR / conversational AI an advantage.
• Power Platform development Power Automate, Copilot Studio (formerly Power Virtual Agents), Power Apps, and custom connectors.
• Customisation and extensibility using JavaScript, C#/.NET plug-ins, REST/Web APIs, and Azure Functions.
• Integration with third-party CRM/telephony systems, ALM/DevOps pipelines, and performance/troubleshooting of live contact centre environments.

Experience with Previous / Legacy Microsoft CCaaS Versions would be added advantage

• Omnichannel for Customer Service (earlier Dynamics 365 releases) prior to the Digital Contact Center Platform.
• Unified Service Desk (USD) and the legacy Customer Care Framework (CCF).
• Dynamics CRM / Dynamics 365 Customer Service Hub and earlier case-management implementations.
• Migration and upgrade experience from legacy contact centre solutions to the current Microsoft CCaaS platform.

Preferred Qualifications

• Microsoft certifications such as MB-230 (Customer Service Functional Consultant), PL-200 (Power Platform Functional Consultant), or PL-400 (Power Platform Developer).
• Bachelor's degree in Computer Science, Information Technology, or a related field.
• Strong communication, stakeholder-management, and client-facing consulting skills.