Senior Dynamics 365 Contact Center Functional Consultant (Remote)

Senior Dynamics 365 Contact Center Functional Consultant (CCaaS / Omnichannel SME)
Position Summary
We are seeking a highly experienced Senior Dynamics 365 Contact Center Functional Consultant with deep expertise in Dynamics 365 Contact Center (CCaaS) and Omnichannel Customer Service. The ideal candidate will lead customer engagements, design enterprise contact center solutions, gather business requirements, configure Microsoft technologies, and support successful implementations.
The Senior Dynamics 365 Contact Center Functional Consultant will work closely with customers, business stakeholders, solution architects, and technical teams to design and implement Microsoft Dynamics 365 Contact Center and Omnichannel solutions.
The consultant will translate business requirements into scalable contact center solutions while leveraging Microsoft Power Platform and Copilot capabilities to improve customer experiences and agent productivity.
Key Responsibilities
Business Consulting
Lead client discovery workshops and business process assessments.
Gather and document functional and business requirements.
Translate business needs into Microsoft Dynamics 365 Contact Center solutions.
Recommend industry best practices and process improvements.
Develop functional design documents and solution blueprints.
Conduct solution demonstrations and client presentations.
Support User Acceptance Testing (UAT) and production deployments.
Dynamics 365 Contact Center (CCaaS)
Design, configure, and implement Microsoft Dynamics 365 Contact Center including:
Contact Center configuration
Voice Channel configuration
Voice routing
Queue management
IVR (Interactive Voice Response) design
Call routing strategies
Call recording configuration
Presence management
Agent experience optimization
Supervisor dashboards
Workforce productivity features
Customer service workflows
Omnichannel Customer Service
Configure And Optimize
Live Chat
Voice
SMS
Email
Social messaging channels
Digital engagement channels
Unified Agent Desktop
Conversation routing
Customer journey routing
Case management
Knowledge management
CCaaS Functional Expertise
Design Enterprise Contact Center Capabilities Including
Call Flow Design
Skill-Based Routing
Queue Configuration
Queue Prioritization
Overflow Routing
Business Hours Configuration
Agent Desktop Configuration
Agent Skills Management
Presence Configuration
Supervisor Experience
Omnichannel Engagement
Customer Authentication
Customer Journey Optimization
SLA Configuration Power Platform
Configure And Leverage
Microsoft Copilot Studio
Power Automate
Power Apps (basic understanding)
Dataverse
AI-powered workflows
Process automation
Low-code business solutions
Collaboration
Work with Solution Architects on solution design.
Coordinate with technical consultants and developers.
Participate in sprint planning and Agile ceremonies.
Mentor junior consultants.
Assist pre-sales teams with demonstrations and solution presentations.
Prepare implementation documentation.
Support project governance and quality assurance activities.
Required Qualifications
Bachelor's degree in Computer Science, Information Systems, Business, or a related field.
5+ years of Microsoft Dynamics 365 Customer Service experience.
3+ years implementing Contact Center or CCaaS solutions.
Strong experience with Dynamics 365 Contact Center.
Experience implementing Omnichannel for Customer Service.
Strong functional consulting experience.
Experience leading customer workshops.
Excellent documentation and communication skills.
Experience working in Agile delivery environments.
Required Technical Skills
Microsoft Dynamics 365
Dynamics 365 Contact Center
Dynamics 365 Customer Service
Omnichannel for Customer Service
Customer Service Workspace
Case Management
Knowledge Management
SLA Management
Queues
Routing Rules
Voice Channel
Digital Messaging
AI Agent implementation experience.
Azure OpenAI/Copilot integration knowledge.
Experience integrating telephony providers.
Experience with Microsoft Teams Phone integration.
Contact Center migration experience.
Experience in enterprise digital transformation projects.
Soft Skills
Strong consulting mindset
Excellent customer-facing communication
Executive presentation skills
Problem-solving abilities
Leadership and mentoring skills
Strong analytical thinking
Ability to manage multiple client engagements
Excellent documentation skills
Team collaboration
Self-driven and proactive
Success Metrics
Successful delivery of Dynamics 365 Contact Center implementations.
High customer satisfaction (CSAT).
On-time and on-budget project delivery.
Increased customer adoption of Microsoft Contact Center capabilities.
Effective automation using Power Platform and Copilot Studio.
Quality functional documentation and solution design.
Contribution to pre-sales and solution innovation.
Skills: microsoft,management,microsoft dynamics 365,routing,design,customer,microsoft dynamics,customer service,dynamics,skills

Work arrangement
No