D365 CE Contact Centre Techno/Functional Consultant - Inside IR35 - Mostly Remote
other jobs Opus Recruitment Solutions Ltd
Added before 6 Days
- England,London,City of London
- Full Time, Contract
- £600 - £750 per day
Job Description:
Full job descriptionWe are seeking an experienced D365 CE Contact Centre Functional & Technical Consultant to support the delivery and enhancement of a customer engagement and contact centre transformation programme. This role requires a blend of functional consulting expertise and technical understanding across the Microsoft Dynamics 365 ecosystem, customer service technologies, and contact centre solutions.
Working within a multidisciplinary team, you will play a key role in bridging business requirements with technical delivery, ensuring that customer service processes and contact centre capabilities are effectively implemented and optimised.
Key Responsibilities*Gather, analyse and document business and functional requirements for contact centre and customer service initiatives.
*Configure and enhance Microsoft Dynamics 365 Customer Engagement (CE) solutions.
*Work closely with technical teams to design and implement integrated customer service workflows.
*Support the deployment and optimisation of Contact Centre AI (CCAI) capabilities, including automation and intelligent routing.
*Collaborate with telephony and communications teams to integrate contact centre platforms with D365.
*Contribute to the design and delivery of IVR/IDR (Interactive Voice/Digital Response) solutions.
*Facilitate workshops with business stakeholders and provide expert guidance on best practice customer engagement processes.
*Support testing, user adoption and go-live activities.
*Produce high-quality functional and technical documentation.
Essential Experience*Strong experience delivering Microsoft Dynamics 365 CE / Customer Service solutions.
*Proven background as a Functional Consultant with solid technical understanding.
*Experience working with Contact Centre AI (CCAI) technologies and customer service automation.
*Knowledge of telephony integration within customer service or contact centre environments.
*Experience designing or supporting IVR/IDR solutions.
*Ability to translate business requirements into functional and technical specifications.
*Strong stakeholder management and workshop facilitation skills.
*Experience working within Agile delivery environments.
Other Details
*Inside IR35
*Rate £600/£750
*Mostly remote with some onsite travel
If you’re interested in this role please send your CV to
Working within a multidisciplinary team, you will play a key role in bridging business requirements with technical delivery, ensuring that customer service processes and contact centre capabilities are effectively implemented and optimised.
Key Responsibilities*Gather, analyse and document business and functional requirements for contact centre and customer service initiatives.
*Configure and enhance Microsoft Dynamics 365 Customer Engagement (CE) solutions.
*Work closely with technical teams to design and implement integrated customer service workflows.
*Support the deployment and optimisation of Contact Centre AI (CCAI) capabilities, including automation and intelligent routing.
*Collaborate with telephony and communications teams to integrate contact centre platforms with D365.
*Contribute to the design and delivery of IVR/IDR (Interactive Voice/Digital Response) solutions.
*Facilitate workshops with business stakeholders and provide expert guidance on best practice customer engagement processes.
*Support testing, user adoption and go-live activities.
*Produce high-quality functional and technical documentation.
Essential Experience*Strong experience delivering Microsoft Dynamics 365 CE / Customer Service solutions.
*Proven background as a Functional Consultant with solid technical understanding.
*Experience working with Contact Centre AI (CCAI) technologies and customer service automation.
*Knowledge of telephony integration within customer service or contact centre environments.
*Experience designing or supporting IVR/IDR solutions.
*Ability to translate business requirements into functional and technical specifications.
*Strong stakeholder management and workshop facilitation skills.
*Experience working within Agile delivery environments.
Other Details
*Inside IR35
*Rate £600/£750
*Mostly remote with some onsite travel
If you’re interested in this role please send your CV to
Job number 4202315
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