Dynamics 365 Contact Center Consultant

Accenture; Helsinki; Hybrid; EUR 90,000 - 150,000; Full time

Job summary

Accenture is seeking a senior Consultant/Technical Architect to design and implement AI-powered Dynamics 365 Customer Engagement and contact center solutions for clients across Retail, Public Sector, Financial Services, and Professional Services. You will work with the Power Platform, Copilot Studio, and Azure to deliver end-to-end, scalable customer engagement experiences.

The role focuses on client engagement, solution design, and project leadership, with opportunities to lead cross-functional

Qualifications

• Expertise in Microsoft AI Business Solutions, particularly Dynamics 365 Customer Engagement and architectural design.
• Solid command of the Power Platform and integration patterns.
• Knowledge of requirements engineering, ideally in an agile environment.

Responsibilities

• Lead discussions with customer stakeholders to define and deliver solutions.
• Design end-to-end Dynamics 365 Contact Center solutions including integration points.
• Own solution implementation and coordinate across onshore/nearshore/offshore teams.
• Guide change management to ensure adoption and long-term success.

Skills

Dynamics 365

Power Platform

Dataverse

Azure integration

Communication

Tools

Copilot Studio

Azure

Job description

Want to pair your adaptable, collaborative, curious mindset with your tech skills to help clients digitally transform the way they serve their customers? Are you passionate about designing and delivering modern, AI-powered contact center solutions on Microsoft Dynamics 365? Join our team as a senior Consultant / Technical Architect and help shape customer engagement experiences that solve real business challenges.

Come join us

Join a team of Business Applications professionals focused on implementing Microsoft Dynamics 365 Customer Engagement solutions for clients across Retail & Consumer Goods, Public Sector, Financial Services and Professional Services. As a team we cover Customer Service and Contact Center, Sales, Field Service and Project Operations — with the Power Platform, Azure, M365 and Copilot Studio as an integral part of our expertise.

You will be part of a supportive and dedicated team made up of enthusiastic, motivated colleagues, who’s energy and commitment make sure we deliver with excellence every day. The team is cross-skilled, including functional and technical profiles, focused on delivery and/or presales.
We think global and act local, delivering solutions of quality to our clients in the Nordics and across Europe and of course be passionate about working with AI and exploring its business potential and project delivery through AI.

What you’ll do

A client-centric attitude and excellent interpersonal skills are essential to lead discussions with customer stakeholders through to the successful definition and delivery of the solution.

Client engagement

• Support clients in defining integrated contact center and customer service solutions.
• Act as the technical and/or functional expert, providing guidance throughout solution design and the proposal process.

Solution design & architecture

• Design end-to-end Dynamics 365 Contact Center solutions covering voice, chat, SMS, email and social channels.
• Architect unified routing, queue and workstream models, IVR flows, agent desktop experiences and knowledge management.
• Define the integration architecture towards telephony providers, CRM/ERP back-ends and third-party systems.
• Bring AI into the design where it earns its place: Copilot agent assist, conversation summarisation, autonomous agents, sentiment and analytics.

Project leadership (Tech Architect Role)

• Own the solution implementation and act as the interface between the client and development teams (onshore/nearshore/offshore).
• Lead project teams in designing future‑proof, scalable solutions.
• Ensure structured requirement gathering aligned with our CRM project methodology.
• In support of the Delivery Lead, oversee estimations, planning, resource mobilisation, execution and closure.

Change management

• Guide clients and internal teams through change processes to ensure smooth adoption and long‑term success.
• Engage in continuous learning and foster partnerships within the business domain.

Skills and experience

• Extensive expertise in Microsoft AI Business Solutions, particularly Dynamics 365 Customer Engagement and architectural design.
• Solid command of the Power Platform (Power Automate, Power Apps, Dataverse) and integration patterns.
• Knowledge and experience in requirements engineering, ideally in an agile environment.
• Strong understanding of business process analysis and design in the service and customer engagement domains.
• Structured and methodical approach to developing functional and technical solutions.
• Experience leading and motivating cross-functional teams, including daily on-the-job coaching.
• Building and maintaining positive client relationships, understanding their business and strategic needs, and providing tailored quality solutions.
• Excellent communication skills in English, and preferably Dutch or French.

Nice to have

• Hands‑on experience with contact center platforms — Dynamics 365 Contact Center, Omnichannel for Customer Service, or comparable CCaaS solutions (Genesys, NICE, Amazon Connect, Five9).
• Telephony and voice integration experience (Azure Communication Services, SIP, direct routing, IVR design).
• Dynamics 365 Field Service experience: work orders, resource scheduling, mobile workforce enablement.
• Relevant Microsoft certifications
• Pre‑sales: Participate in pre‑sales activities such as business needs analysis, proposal writing and pitch presentations.

About you

• A strong technical background and history
• Consultative and collaborative approach to problem‑solving.
• Resilience and adaptability in dynamic environments.
• Intellectual curiosity with a passion for technology.
• Strong communicator, persuasive through a service‑oriented mindset.
• Willingness to travel, depending on project assignments.

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences.All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.