Dynamics 365 Contact Center Consultant

Accenture Nordics; Helsinki; On-site; EUR 90,000 - 130,000; Full time

Job summary

Accenture Nordics is seeking a Senior Consultant / Technical Architect to design and deliver AI-powered Dynamics 365 Customer Engagement solutions for clients in Retail, Public Sector, Financial Services and more. You will lead architecture, integration, and delivery of end-to-end contact center solutions across channels, while guiding teams and enabling AI capabilities embedded in the solution.

You will collaborate with cross-functional teams, engage clients, and drive change management to

Qualifications

• Expertise in Microsoft AI Business Solutions, especially Dynamics 365 Customer Engagement and architecture design.
• Strong command of Power Platform and integration patterns.
• Experience with agile delivery, requirements engineering, and solution design.

Responsibilities

• Define integrated contact center and customer service solutions with clients.
• Design end-to-end Dynamics 365 Contact Center solutions across channels (voice, chat, SMS, email, social).
• Lead solution implementation, coordinating onshore/nearshore/offshore teams and guiding project delivery.
• Drive change management and foster adoption with clients and teams.

Skills

Dynamics 365 CE

Power Platform

Dataverse

Architecture design

Pre-sales

Team leadership

English communication

Tools

Dynamics 365

Power Automate

Power Apps

Azure

Copilot Studio

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

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.